No longer accepting applications
Lead IT Support Engineer
ChargebeeKolhapur, IN18 hours ago
Job descriptionBuild and implement IT Support automations using AI and workflow tools to reduce manual effort and improve resolution times. Continuously identify opportunities to streamline support processes through automation. Actively assist IT Support Engineers in troubleshooting complex issues, providing hands-on guidance and resolution support across macOS, Windows, browsers, peripherals, Wi-Fi access, and common SaaS sign-in / SSO problems. Serve as a go-to technical resource for the team, ensuring that support agents have the necessary expertise and direction to resolve end-user issues effectively. Mentor and develop IT Support Engineers through coaching, shadowing, ticket reviews, runbook creation, and structured training programs. Define on-call / rotation coverage across time zones to ensure support continuity. Build and maintain internal knowledge bases and user-facing documentation, promoting self-service and standard templates for faster resolution. Create, update, and maintain runbooks to ensure consistency and reliability in support processes. Develop and deliver a comprehensive training program for new joiners in the IT Support team. Own and track metrics including CSAT, SLA attainment, first-contact resolution, and ticket volumes. Implement dashboards for real-time and periodic reporting to leadership. AI‑first, automation‑driven, detail‑oriented, and passionate about delivering a secure yet delightful employee experience. Curious mindset with a passion for continuous learning and sharing knowledge within the team. 5+ years of IT support experience, including 1–2+ years leading a helpdesk / service desk or regional support function in a SaaS company. Strong experience supporting Google Workspace, Okta, Slack, Jamf or equivalent MDM solutions. Strong knowledge of ITSM processes such as problem management / RCA and change management, with hands-on experience in a modern ITSM tool (e.g., Freshservice). Proven expertise in runbook creation, maintenance, and documentation to ensure consistent and reliable support practices. Hands-on experience with the Freshservice ticketing system will be considered a strong advantage. Experience in building and maintaining IT Support automations using AI and workflow automation platforms (e.g., Zapier, n8n, or equivalent). Demonstrated people leadership skills, including coaching, conflict resolution, workload planning, interviewing, and stakeholder management. Excellent communication skills : crisp Slack / async updates, user-friendly documentation, and clear incident communications. Strong written, verbal, and listening skills with the ability to articulate effectively.
Role Overview
The Lead IT Support Engineer will be responsible for overseeing IT Support operations for Chargebee globally. This role requires both hands-on technical expertise and leadership skills to actively support IT Support Engineers in troubleshooting and resolving complex issues, guide the team effectively, ensure high-quality end-user support, and continuously improve IT service delivery processes.
Key Responsibilities
1. Service Desk Management
- Lead and manage service desk operations : triage and prioritize tickets, manage SLAs, oversee L2 / L3 escalations, and ensure high-quality resolution.
- Create and maintain a monthly IT shift roster to ensure adequate coverage.
2. Automation & Innovation
3. End-User Support & Guidance
4. Team Leadership & Mentoring
5. Knowledge, Runbooks & Training
6. Metrics & Reporting
Required Skills & Experience
Mindset
Experience
Technical Skills
Leadership & Communication
Create a job alert for this search
It Support Engineer • Kolhapur, IN
Related jobs
As a Platform Management Manager you provide leadership to multiple teams who maintain and support a wide range of software applications for Workforce Management.
You oversee and optimize these proc...Show moreLast updated: 20 days ago
- Promoted
It Operations Lead
aecc - digital innovation hubKolhāpur, Republic Of India, IN The IT Head will lead the organisation’s IT operations, ensuring seamless technology support, reliable infrastructure, and efficient vendor management.
This role is responsible for driving operation...Show moreLast updated: 12 days ago
- Promoted
Senior Customer Support Engineer
StitchFinKolhapur, IN StitchFin is an innovative startup revolutionizing the healthcare space by building cutting-edge AI solutions.We’re building next-generation healthcare automation powered by AI.Our platform helps h...Show moreLast updated: 2 days ago
- Promoted
Technical Support Engineer
Alvaria CXKolhapur, IN From the merger of two leaders in the.ASPECT Software and Noble Systems, comes.A new global force delivering leading edge.
We blend the agility of a start-up mentality with the stability of an estab...Show moreLast updated: 30+ days ago
- Promoted
Support Engineer
Mindtecksangli, India Job Opportunity : L2 Support Engineer (Multiple Positions).Start Date : ASAP (within 2–3 weeks).We are hiring L2 Support Engineers to join our dynamic IT team.
Junior Engineers : 2–3 years of experienc...Show moreLast updated: 14 days ago
- Promoted
Application Support Engineer
Sycamore Informatics Inc.Kolhapur, IN Designation - Application Support Engineer.Technical - Strong command of SQL, Unix / Linux and Windows environments and ITIL processes.
Demonstrated excellent verbal and written communication skills.A...Show moreLast updated: 30+ days ago
- Promoted
Senior Network Engineer
PURVIEWKolhapur, IN Red Hat networking technologies.The selected candidate will play a key role in supporting network design and implementation to prepare.
Design and support network solutions for Red Hat cluster envir...Show moreLast updated: 23 days ago
- Promoted
IT Operations Lead
aecc - digital innovation hubKolhapur, IN The IT Head will lead the organisation’s IT operations, ensuring seamless technology support, reliable infrastructure, and efficient vendor management.
This role is responsible for driving operation...Show moreLast updated: 12 days ago
- Promoted
- New!
Lead It Support Engineer
ChargebeeKolhāpur, Republic Of India, IN The Lead IT Support Engineer will be responsible for overseeing IT Support operations for Chargebee globally.This role requires both hands-on technical expertise and leadership skills to actively s...Show moreLast updated: 12 hours ago
- Promoted
- New!
Technical Lead
CareerUS SolutionsKolhapur, IN The Technical Lead is responsible for.Collaborate with product managers, architects, and QA teams to ensure timely and high-quality delivery.
Required Skills & Qualifications : .Bachelor’s or Master’s...Show moreLast updated: 18 hours ago
- Promoted
Manager IT Application Support - WFM Platform Management & Automation - REMOTE Role - Night Shifts
TELUS Digitalsangli, maharashtra, inRemote
- Promoted
L1 Support Engineer
SaasAntKolhāpur, Republic Of India, IN The L1 - Support Engineer is responsible for providing high-quality technical support for the Saasant platform to customers, developers and prospects across the World through email, phone interacti...Show moreLast updated: 16 days ago
- Promoted
IT Senior Engineer
KPG99 INCkolhapur, India Support the migration of applications to AWS (cloud migration currently underway).Must have strong hands-on experience with AWS,.
NET, and cloud-based architectures.Full stack capability required, i...Show moreLast updated: 14 days ago
- Promoted
- New!
Senior Technical Support Engineer
Trigent Software - Professional Servicessangli, maharashtra, in Job Role : Technical Support Engineer_Automation.Notice Period : 30 Days (Immediate - 30 Days).Compensation : Fixed 16 Lacs / Annual.
Technical Support Engineer Automation.This role demands hands-on ex...Show moreLast updated: 14 hours ago
- Promoted
Smart Hands / IT Support Engineer L2
TECEZEsangli, India Job Description – Smart Hands / IT Support Engineer L2 (Bangalore).Smart Hands / IT Support Engineer.Qualification & Certifications.
Electronics & Communication Engineering.Incident & Service Reques...Show moreLast updated: 1 day ago
- Promoted
Enterprise Engineer
Estarta SolutionsKolhapur, IN The role focuses on designing, implementing, and optimizing large-scale enterprise network infrastructures that enable secure, high-performing, and resilient business operations.As a key technical ...Show moreLast updated: 2 days ago
- Promoted
Technical Support Engineer
Mech-Mind RoboticsKolhapur, IN Support the sales strategies and customer interaction of the outside sales team.Develop and implement processes between sales and solutions engineering.
Coordinate and participate in technical demon...Show moreLast updated: 1 day ago
- Promoted
Technical lead - Platform Engineer
MUFG Pension & Market Serviceskolhapur, maharashtra, in Description for Internal Candidates.The Individual will lead the team from a technical perspective and provide IT support related to the MPMS Retirement Solutions application environments and inter...Show moreLast updated: 30+ days ago
- Promoted
- New!
Lead IT Support Engineer
Chargebeesangli, maharashtra, in The Lead IT Support Engineer will be responsible for overseeing IT Support operations for Chargebee globally.This role requires both hands-on technical expertise and leadership skills to actively s...Show moreLast updated: 14 hours ago