Technical Support Team Lead

Job Description – Lead RoleWe are looking for a proactive Lead to guide our L1 support team and ensure smooth operations, efficient incident handling, and strong client satisfaction.Key Responsibilities:Lead, mentor, and manage an L1 support team by assigning tasks, setting goals, and driving productivity.Conduct training sessions to enhance product knowledge and troubleshooting skills.Act as the primary escalation point for critical client issues.Develop, refine, and implement support processes for improved efficiency.Create and maintain documentation, FAQs, and knowledge base articles.Manage high-priority incidents and drive timely resolution.Communicate effectively with stakeholders during outages or major incidents.Work in 24/7 shifts and be available on-call as per business needs.Required Skills:Hands-on experience with Jira, Confluence, and Slack.Added advantage: exposure to New Relic and Databricks.Strong leadership, problem-solving, and communication skills.

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