Omniful - Technical Support Manager (5-10 yrs)

As the Technical Support Manager at Omniful, you will lead the technical support function, managing a specialized team that handles advanced escalations from our frontline Support team. You will oversee the triage of complex technical issues, exercise the authority to implement certain solutions or configurations, and determine when further escalation to Engineering is necessary. This role is critical in ensuring prompt and effective resolution of escalated customer issues, minimizing downtime, and driving continuous improvement in our technical support processes.

Key Responsibilities :

Team Leadership & Management :

- Recruit, mentor, and retain a high-performing Technical Support team equipped to handle advanced troubleshooting and incident resolution.

- Set and track team KPIs (e.g., resolution time, escalations to Engineering), aligning them with Omniful's overall support objectives.

- Provide ongoing training and professional development to ensure the team remains current on Omniful's platform updates and industry best practices.

Escalation Management & Technical Authorization :

- Serve as the primary point of contact for the frontline Support team when issues require deeper technical expertise.

- Assess and authorize certain technical changes (e.g., minor bug fixes, configuration updates) without needing full Engineering involvement.

- Oversee the escalation process to Engineering, ensuring that all necessary diagnostics, logs, and background details are documented.

Advanced Troubleshooting & Incident Resolution :

- Lead the investigation of critical or complex technical issues, collaborating with cross-functional teams (e.g., Product, DevOps, Engineering) for rapid resolution.

- Implement best practices in root cause analysis, ensuring solutions address underlying issues and reduce repeat incidents.

- Maintain systematic records of problem resolutions, building a knowledge base for future reference and training.

Process Improvement & Collaboration :

- Regularly analyze patterns in escalated issues, identifying areas where product enhancements or user training could reduce ticket volume.

- Work closely with Product and Engineering teams to influence the roadmap based on recurring technical challenges and customer feedback.

- Establish and refine escalation protocols, SLA definitions, and process flows to enhance internal efficiency.

Metrics & Reporting :

- Develop and maintain dashboards tracking escalations, mean time to resolution, and other relevant performance metrics.

- Present data-driven insights and recommendations to leadership, highlighting trends and potential improvements in the technical support ecosystem.

Customer Satisfaction & Continuous Feedback :

- Ensure high levels of customer satisfaction by promptly and effectively resolving escalated issues.

- Communicate resolution outcomes to both the Support team and customers as needed, ensuring clarity and transparency.

- Gather feedback on resolved issues to continuously refine best practices and identify areas for more proactive support measures.