Manager Technical Support

About Contegris

Contegris is a leading SaaS company dedicated to delivering Technology Solutions for a Delightful Customer Experience. Since 2012, we've been empowering over 300 enterprise clients across 20+ industries with our smart and scalable solutions. Our product suite includes an Omni-Channel Contact Center Platform (Intellicon), Helpdesk, Sales CRM, Unified Communication, WhatsApp Business API, and AI-powered self-service tools. With innovation at the core, we strive to enhance how businesses connect with their customers.

Role Overview:

Contegris Pvt. Ltd. is seeking an experienced and driven
Manager Technical Support
to lead our Technical Support and NOC (Network Operations Center) functions. This role is critical in ensuring high-quality service delivery, customer satisfaction, and operational excellence across our support functions.

The ideal candidate will bring a strong background in managing technical support operations within a SaaS B2B environment, with hands-on experience in team leadership, escalation management, and process improvement. You will be responsible for overseeing ticket management, ensuring SLA adherence, coaching support teams, and driving continuous improvement in service delivery and customer experience.

This is a leadership role requiring excellent analytical, communication, and people management skills, along with a proactive approach to problem-solving and a customer-first mindset.

Responsibilities:

Operations & Escalation Management

• Oversee technical support and NOC operations, including managing ticket queues and ensuring SLA compliance.
• Act as the first point of escalation for complex or high-impact issues and ensure timely resolution.
• Proactively monitor systems and address incidents to maintain service uptime.

Team Leadership & Development

• Build and lead a high-performing team with the right mix of talent and potential to achieve organizational goals.
• Continuously coach and train the team to meet Key Performance Indicators (KPIs) and maintain motivation.
• Design training programs for Level 1, Level 2 support engineers for smooth onboarding.
• Conduct quarterly performance appraisals and manage ongoing performance improvements.
• Foster a performance-oriented culture through positive competition and a collaborative learning environment.

Process & Quality Assurance

• Design, implement, and refine support processes, SOPs, and NOC workflows using ITIL best practices.
• Conduct regular quality audits to ensure support interactions meet defined standards.
• Ensure the shift start reports are validated daily, and necessary actions are taken proactively.
• Update internal knowledge bases and training materials.

Customer Success & Experience

• Deliver a professional, proactive, and friendly support experience that strengthens customer trust.
• Engage closely with customers during the Go-Live phase, ensuring they are trained and empowered to use Contegris products effectively.
• Handle customer escalations efficiently and with empathy to maintain satisfaction.
• Conduct CSAT and NPS surveys, analyze feedback, and recommend corrective actions to leadership.

Collaboration

• Work closely with Development, Customer Success and and Deployment teams to resolve complex queries and ensure smooth onboarding.
• Share actionable insights with cross-functional teams to continuously improve support and product experience.

Reporting & Analytics

• Monitor and analyze support KPIs including resolution time, customer satisfaction, backlog, and escalations.
• Present performance reports to leadership on a weekly, monthly, quarterly, and annual basis.
• Use data-driven insights to optimize processes and team performance.

Information Security & Compliance

• Understand and implement Contegris's Information Security Management System (ISMS) policies across all relevant functions.

Requirements:

• Education: Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.
• Age: Maximum 35 years
• Experience: 4-5 years of experience in SaaS B2B in similar capacity.
• Proven experience managing Technical Support, NOC, and Contact Center Operations.
• Strong leadership, coaching, and team-building abilities.
• Excellent reporting, analytical, and problem-solving skills.
• Familiarity with ITIL frameworks is a plus.
• A customer-first mindset with a strong ability to manage escalations and deliver satisfaction.
• Ability to perform under pressure and multitask effectively.
• Willingness to manage on-call support or after-hours escalations when required.