Manager- Technical Support

Company : Karomi Ltd

Job Type : Full Time

Chennai, India

Job Description - Manager- Technical Support

Lead and mentor a team of Customer Support Engineers, fostering a culture of accountability, collaboration, and continuous improvement.

Own the end-to-end support operations, ensuring timely resolution of customer tickets while consistently meeting SLA commitments.

Monitor ticket queues, prioritize critical issues, and ensure efficient workload distribution across the team.

Act as the primary escalation point for complex customer issues and drive them to successful resolution with empathy and professionalism.

Collaborate with Product, Engineering, QA, and Operations teams to resolve product issues and improve overall customer experience.

Conduct regular reviews of support metrics, SLA performance, ticket trends, and customer feedback to identify improvement opportunities.

Analyze recurring issues and work with internal stakeholders to implement preventive measures and process improvements.

Develop and maintain support documentation, knowledge base articles, FAQs, and standard operating procedures.

Support product releases by validating fixes, coordinating customer communication, and ensuring smooth rollout of updates.

Drive continuous improvement initiatives to enhance support processes, operational efficiency, and customer satisfaction.

Train, coach, and develop team members through regular feedback, performance reviews, and skill development initiatives.

Prepare and present support performance reports, customer insights, and operational metrics to leadership.

Requirements

8–12 years of experience in Customer Support, Application Support, or Technical Support, preferably in a SaaS or B2B software environment.

3–5 years of experience managing customer support teams

Strong experience handling customer escalations and managing enterprise customer relationships

Experience handling global clients will be preferred

Proven track record of driving SLA adherence and operational excellence.

Excellent customer service, stakeholder management, negotiation, and conflict resolution skills

Strong analytical and problem-solving abilities with a data-driven mindset

Experience working with ticketing systems, CRM platforms, and support tools

Good understanding of SDLC and application maintenance processes

Ability to work effectively with cross-functional teams

Excellent verbal and written communication skills

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About the Company

Karomi Ltd

Karomi is a global packaging and labeling technology solutions provider, with significant focus across three principal industries – Life Sciences, Cosmetics, and Food

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Manager- Technical Support

Job Description - Manager- Technical Support

Requirements

About the Company

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