Technical Support Engineer

Job Title: Level 4 (L4) Support Lead / Manager Role Overview The L4 Support Lead will be responsible for ensuring high-quality site operations, establishing robust support processes, and leading high-performing teams. This role requires strong technical expertise, leadership capability, and the ability to drive continuous improvement across support functions.

Key Responsibilities

1. Site Support & Operations (40%) Lead and manage critical on-site and off-site support activities across multiple locations. Handle complex escalations and ensure timely resolution of high-impact issues. Coordinate with engineering, product, and operations teams to stabilize site performance. Monitor site KPIs, TAT, uptime, and service quality metrics. Support site go-lives, expansions, and hypercare phases. Conduct root cause analysis (RCA) and implement preventive actions.
2. Process Setup & Optimization (20%) Design, implement, and standardize support processes, SOPs, and workflows. Establish escalation matrices, documentation standards, and compliance mechanisms. Drive automation initiatives for reporting, monitoring, and ticket management. Improve process hygiene, closure quality, and audit readiness. Create dashboards and analytics for performance tracking.
3. People Management & Leadership (40%) Lead, mentor, and develop L1–L3 support teams and site engineers. Plan manpower allocation, shifts, and skill development programs. Conduct performance reviews, coaching sessions, and capability assessments. Drive team engagement, accountability, and ownership culture. Resolve conflicts and ensure high morale and productivity. Build succession plans and identify future leaders. Key Skills & Competencies Strong technical and operational troubleshooting skills Excellent stakeholder and customer management Process design and improvement expertise Team leadership and people development Analytical mindset with KPI-driven execution Strong communication and decision-making ability Qualifications & Experience Bachelor’s degree in Engineering / Technology / Operations / Management 7+ years of experience in technical support, site operations, or service delivery 3+ years in a leadership or managerial role Experience in automation, robotics, manufacturing, or large-scale deployments (preferred) Exposure to tools like JIRA, ServiceNow, Power BI, or similar platforms (preferred)