Support Manager (Exp-5+ Yrs)

Position: Support Manager

Experience: 5 years & above

Location: Remote / Work from Home

Salary (CTC): As per company standards

No. of Positions: 1

Reports To: Senior Manager-Customer Operations

Role Overview

The Support Manager will own end-to-end support delivery for covering full L1, L2, and L3 support across a 24x7 model as per the project. This role is responsible for ticket operations, SLA performance, team training and performance management, shift coverage, and driving continuous service improvement, including automation-led efficiency gains. The Support Manager will be the primary point of contact for support escalations with Cisco and will work closely with Engineering, Product, and Emplay leadership.

Key Responsibilities

• Own and manage the support ticket system end-to-end, ensuring correct categorization,
prioritization, and SLA adherence across L1, L2, and L3 tickets.

• Generate and present Support SLA reports to stakeholders, tracking resolution times and
performance against agreed SLAs.

• Drive usage, adoption, and customer satisfaction surveys; analyse results and present findings
and recommendations to leadership.

• Design and implement Service Improvement plans based on ticket trend analysis, RCA
findings, and customer feedback.

• Coordinate shift handovers across the support team to ensure seamless 24x7 coverage.

• Lead support team training programs and manage ongoing performance reviews for L1 and L2
engineers.

• Manage day-to-day workload allocation across the support team, ensuring tickets-per-FTE and
resolution time targets are met.

• Drive automation and AI-based support initiatives aimed at improving ticket deflection and
resolution efficiency.

• Act as the primary escalation point for high-severity (P1/P2) incidents, coordinating with
Engineering, Product, and the Cisco team through to resolution.

• Oversee AWS CloudWatch monitoring (concurrent users, error rates, and related metrics) for
proactive issue detection, working with Engineering on alerting and dashboards.

• Own RCA documentation, knowledge base creation, and audit/compliance reporting for the
project.

Qualifications

• 5+ years of experience in technical support, with at least 1-2 years
in a support management or team lead capacity.

• Proven experience managing a support team (L1/L2/L3) in
a 24x7 environment,preferably in SaaS, ITSM, or AI-based products.

• Strong knowledge of ticketing/ITSM systems, SLA management,
and reporting tools (Freshservice, Remedy, ServiceNow, Jira, or similar).

• Strong proficiency with AWS Cloud services.

• Basic to intermediate Python coding skills, for automation and data analysis.

• General awareness of AI/ML concepts and conversational AI/chatbot platforms.

• Familiarity with learning platforms / EdTech environments is a plus.

• Excellent stakeholder management and communication skills,comfortable
interfacing directly with enterprise clients and internal Engineering/Product teams.

• Demonstrated experience driving process improvement and automation
initiatives within a support organization.

Preferred Skills

• Experience managing distributed or remote support teams across
rotating shifts.

• Prior experience supporting enterprise B2B SaaS clients, ideally in
EdTech or learning platforms.

• Experience with cloud monitoring tools (CloudWatch or similar) and
incident management frameworks.

• Exposure to SOC 1 or similar audit/compliance evidence processes.

Application Process

You can apply on this job portal,

or submit your resume and relevant details to: [email protected]

Email subject line: Application – Support Manager – Emplay Inc

Please include the following in your email:

• Current CTC

• Expected CTC

• Notice period

• Years of relevant experience

• Reason for job change

• LinkedIn profile link