Team Lead - Technical Support

Location: Gurugram Experience: 7+ Year Education: B.Tech/M.Tech, MCA/BCA Shift: Rotational Job Summary Quicket Solutions, Inc., is looking for an experienced Lead Technical Support to guide our technical support team in delivering exceptional, timely support for our SaaS-based products. This role owns the team's day-to-day performance; drives resolution of complex customer escalations, mentors helpdesk engineers, and partners closely with Product and Engineering to improve product quality and the overall customer experience. Key Responsibilities Team Leadership & People Management Lead, mentor, and develop a team of helpdesk engineers, fostering a collaborative, customer-centric, and high-performing team culture. Conduct daily stand-ups, one-on-one meetings, coaching sessions, and performance reviews. Manage shift planning, workload distribution, and resource allocation to ensure consistent coverage. Identify training needs and build individual development plans for team members. Technical Troubleshooting & Escalation Management Provide advanced, hands-on troubleshooting support for SaaS applications, and handle complex technical escalations from support agents. Investigate customer-reported issues, identify root causes, and validate issues before escalating to Product or Engineering. Work closely with customers to reproduce and resolve reported issues, ensuring timely resolution within SLA commitments. Analyze application behaviour using logs, system reports, and available diagnostic tools. Ensure accurate, thorough documentation of incidents, troubleshooting steps, and resolutions. Monitor and manage support queues using Zendesk, Jira, or other ticketing platforms. Cross-Functional Collaboration & Continuous Improvement Own customer escalations end-to-end, from initiation through closure, in collaboration with product management, engineering, QA, and customer success. Perform Root Cause Analysis (RCA) for recurring issues and distinguish product defects from configuration or usage issues. Track recurring problems, recommend long-term solutions, and drive process improvements that reduce ticket volume and resolution time. Maintain clear escalation documentation and proactive communication with stakeholders and customers. Required Qualifications & Skills Experience & Education Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. 5+ years of experience in technical support or a related customer-facing technical role, including 12 years in a team lead or supervisory capacity. Proven experience handling enterprise customer accounts and complex escalations. Exposure to customer onboarding and implementation support. Technical Skills Strong troubleshooting and diagnostic skills across SaaS applications, including working knowledge of logs, APIs, and system reports. Knowledge of Agile and Scrum methodologies. Familiarity with release management and the product development lifecycle. Hands-on experience with ticketing and collaboration platforms such as Zendesk and Jira. Experience working cross-functionally with engineering and product teams. Soft Skills Strong leadership, coaching, and people-management skills. Excellent written and verbal communication, with the ability to explain technical concepts to non-technical stakeholders. Sound judgement and composure when managing high-pressure customer escalations. Strong analytical and problem-solving mindset with attention to detail. Compensation: 900,000.00 - 1,500,000.00 per year Work Location: In person .