Team Lead - Technical Support
Company Description
Engineering the AI-powered enterprise. With AI and cloud-native solutions, BETSOL accelerates cloud transformation for enterprises across 17+ countries. BETSOL holds several engineering patents, and is recognized with industry awards. BETSOL maintains a net promoter score that is 2x the industry average.
BETSOL's open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and delivers best-in-class performance.
BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for customers.
BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore & Belagavi, India.
We take pride in being an employee-centric organization, offering comprehensive benefits and opportunities.
Learn more at betsol.com
Job Description
About the Role
The Technical Support Team Lead is responsible for overseeing the day-to-day operations of the technical support team while actively contributing as a senior support resource. The role focuses on driving operational excellence, mentoring team members, managing escalations, and ensuring high levels of customer satisfaction through effective performance management and continuous process improvement.
Responsibilities
Oversee daily operations of the technical support team and ensure adherence to SLAs
Act as the primary point of contact for technical and customer escalations
Mentor, coach, and train technical support engineers to improve performance and skill depth
Track and report on team SLAs, performance metrics, and operational KPIs
Monitor and analyze key metrics including NPS, CSAT, FCR, AHT, and productivity
Assess support interactions against defined quality and process standards
Ensure customer inquiries and issues are resolved accurately, promptly, and professionally
Review and improve technical support processes and documentation on an ongoing basis
Provide timely feedback to team members and proactively address performance issues
Set, monitor, and drive performance targets aligned with business goals
Foster an open communication culture and a collaborative, high-engagement team environment
Lead by example in professionalism, communication, and technical expertise
Looking For
4+ years of strong experience managing customer-focused, performance-driven technical support teams
2+ years of team handling experience
Mandatory Skills
A. Technical / Functional Skills
Strong analytical skills to investigate, troubleshoot, and resolve technical support issues
Ability to review and improve support processes for efficiency and quality
Experience working with support metrics and performance dashboards
B. Soft Skills
Excellent verbal and written communication skills
Strong problem-solving and stakeholder management skills
Ability to multitask and perform effectively under time pressure
Proven people management and team leadership experience
Experience mentoring, coaching, and developing support engineers
Strong decision-making and escalation management capabilities
Good to Have Skills
Experience managing service and support-focused team cultures
Exposure to global customer support environments
Experience driving continuous improvement initiatives in technical support operations
Qualifications
Bachelor's degree in Engineering, Technology, or a related field
Relevant experience may be considered in lieu of formal education
Additional Information
5 working days per week
Willingness to work US time zones / rotational shifts
Flexibility to extend working hours during business peak periods
Role may require flexibility based on operational and customer support needs
