# Tech Support Manager **Company**: Keywords Studios **Location**: Pune, Maharashtra **Work arrangement**: hybrid **Experience**: senior **Job type**: full-time **Category**: IT **Industry**: Technology **Wikidata**: https://www.wikidata.org/wiki/Q64141679 **Apply**: https://jobs.workable.com/view/7D19ehCjVcvx9p8rrjHmok/hybrid-tech-support-manager-in-pune-at-keywords-studios?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_66962e8a-59f ## Description We are seeking a Tech Support Manager to lead our team of Technical Support Engineers. As a Tech Support Manager at Keywords Studios, you will be responsible for leading, mentoring, and developing a team of technical support engineers. You will establish clear goals, expectations, KPIs, and performance standards, and conduct regular 1:1s, performance reviews, coaching sessions, and career-development discussions. **People Leadership & Team Management** - Lead, mentor, and develop a team of Technical Support Engineers. - Establish clear goals, expectations, KPIs, and performance standards. - Conduct regular 1:1s, performance reviews, coaching sessions, and career-development discussions. - Build technical and leadership capabilities within the team through structured training and mentoring. - Identify skill gaps and create training and cross-training plans. - Manage shift coverage and ensure adequate support capacity across global time zones. - Foster a culture of ownership, accountability, collaboration, and continuous improvement. - Identify high-potential team members and create opportunities for career progression. **Customer & Enterprise Support** - Own the overall technical support experience for assigned customers and customer segments. - Provide leadership oversight for critical and complex customer issues. - Partner with Customer Success and Account Management teams on strategic and enterprise accounts. - Participate in customer calls for critical escalations and technically complex issues. - Ensure customer issues are communicated clearly, proactively, and professionally. - Build strong relationships with technical stakeholders at strategic customers. - Identify recurring customer pain points and drive them toward permanent solutions. **Technical Escalation Management** - Act as an escalation point for complex technical issues that cannot be resolved by frontline support. - Drive investigation of issues involving APIs, SDKs, integrations, web technologies, authentication, data, infrastructure, and third-party systems. - Work closely with Engineering and Product teams to troubleshoot product defects and technical issues. - Ensure escalated Jira issues contain accurate technical information, reproduction steps, logs, impact, and customer context. - Maintain ownership until the issue is resolved and appropriately communicated to the customer. - Ensure SLA commitments are consistently met. **Incident & Problem Management** - Lead or support P0/P1 critical incidents and customer-impacting outages. - Coordinate incident response across Support, Engineering, Product, Infrastructure, and Customer Success. - Ensure timely internal and external communication during major incidents. - Maintain incident timelines, action items, and stakeholder communication. - Drive Root Cause Analysis (RCA) and post-incident reviews. - Track corrective and preventive actions to completion. - Identify recurring incidents and initiate Problem Management activities. - Continuously improve incident response and escalation processes. **Support Operations & SLA Management** - Own support operational metrics including: - CSAT - Time to First Response (TTFR) - Time to Resolution (TTR) - SLA adherence - Backlog - Escalation volume - Resolution efficiency - Customer-impacting incidents - Monitor team performance and identify operational trends. - Build dashboards and reports for leadership. - Conduct regular operational reviews and establish improvement plans. - Optimize workflows, queues, staffing, and escalation processes. - Ensure support processes are documented, followed, and continuously improved. **Cross-Functional Collaboration** Work closely with: - Engineering , product defects, technical escalations, incident resolution. - Product Management , customer feedback, feature gaps, product improvements. - Customer Success / Account Management , enterprise customers and strategic escalations. - QA , reproductions, validation, and regression testing. - Infrastructure / DevOps , platform incidents, monitoring, performance, and reliability. - Professional Services / Solutions Engineering , complex implementations and integrations. **Knowledge Management & Automation** - Drive creation and maintenance of technical documentation and Knowledge Base content. - Establish documentation standards for troubleshooting and known issues. - Identify repetitive support activities suitable for automation. - Encourage the use of scripts, APIs, dashboards, AI, and automation to improve support efficiency. - Develop troubleshooting guides, runbooks, escalation templates, and internal playbooks. - Promote self-service capabilities to reduce repetitive support volume. **Capacity Planning & Support Strategy** - Forecast support demand based on customer growth, product adoption, historical ticket volumes, and upcoming releases. - Develop staffing and capacity plans aligned with business growth. - Identify opportunities to improve support scalability without compromising customer experience. - Participate in hiring and workforce planning. - Establish support coverage models for global customers and critical accounts. - Partner with leadership on long-term support strategy and organizational planning. **Product & Release Readiness** - Partner with Product and Engineering teams during major product releases. - Ensure Support is adequately prepared for new features and product changes. - Drive release-readiness activities including: - Product training - Documentation - Troubleshooting guides - Known issues - Support communication - Escalation paths - Provide customer-impact feedback before and after major releases. ## Skills ### Required - Leadership - Team Management - Technical Support - Customer Support - Incident Management - Problem Management - SLA Management - Automation - Documentation --- Source: [Apply at jobs.workable.com](https://jobs.workable.com/view/7D19ehCjVcvx9p8rrjHmok/hybrid-tech-support-manager-in-pune-at-keywords-studios?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)