remote
Technical Support Lead - Exotel Techcom Pvt Ltd
Software Engineer
Lead a high‑performing technical support team for an AI‑powered communication platform, overseeing incident resolution, SaaS and VoIP services, and driving continuous improvement in customer experience.
About the role
Key Responsibilities
- Manage and mentor a team of technical support engineers, setting performance goals and fostering professional growth.
- Own end‑to‑end incident lifecycle for AI‑driven communication services, ensuring timely resolution and root‑cause analysis.
- Collaborate with product, engineering, and AI teams to translate customer feedback into platform enhancements.
- Develop and maintain support processes, SLAs, and knowledge‑base articles for SaaS and VoIP solutions.
- Monitor system health, perform proactive triage, and drive continuous improvement initiatives to reduce churn.
Requirements
- 5+ years of technical support experience in SaaS or cloud‑based telephony environments, with at least 2 years in a leadership role.
- Strong understanding of VoIP protocols, AI/ML integration, and modern cloud platforms (e.g., AWS, GCP).
- Proven ability to manage high‑volume incident queues, conduct root‑cause analysis, and implement process improvements.
- Excellent communication skills, capable of translating complex technical concepts for both internal teams and customers.
- Bachelor’s degree in Computer Science, Engineering, or related field; certifications in ITIL or cloud services are a plus.