Head of Technical Support & Enablement

Head of Technical Support & Enablement Location: India Onsite Pune / Bangalore Role Overview: As Sr, Manager of Support & Technical Enablement, you will lead and develop our technical support function, ensuring our internal client, project managers and onsite teams receive fast, expert, and reliable support across all events and regions. You will own the support strategy, manage and mentor a team of Technical Support Executives, and act as the senior bridge between our technical offerings, our hardware, and client needs. A core focus of this role is to drive our self-serve kiosk model, reducing the need for human intervention onsite through better tooling, documentation, training, and product feedback. Key Responsibilities: Lead, mentor, and develop the technical support team, setting standards for service quality, response times, and resolution. Own and continuously improve support processes, escalation paths, and SLAs across regions. Drive the self-serve kiosk model, reducing onsite human interaction by strengthening diagnostics, documentation, training, and proactive issue prevention. Act as the senior point of escalation for complex technical and hardware issues, coordinating with the technical and operations teams to track resolution timelines. Provide expert technical and hardware support to project managers and onsite teams via email, phone, and chat. Diagnose and troubleshoot hardware and software issues, guiding teams and clients to effective solutions. Conduct product demonstrations and training sessions for clients and internal teams. Gather feedback and report recurring technical and hardware challenges to inform product development and hardware decisions. Maintain accurate records of interactions, solutions, and recurring issues to build a knowledge base. Support onsite at events abroad on demand, where required. Requirements: 6 to 12 years of total working experience with atleast 3+ years leading technical support teams. Bachelor's degree in Engineering, Computer Science, Information Technology, or a related technical field. Proven experience in a technical support, consulting, or hardware support role, with demonstrated team leadership experience (or clear ability to lead a team). Strong technical and hardware knowledge, ideally in event technology, kiosks, scanners, or similar deployed hardware. Strong analytical and problem-solving skills. Excellent communication skills, with the ability to explain complex technical concepts clearly and concisely. Ability to work independently, prioritise, and manage multiple queries and team workloads simultaneously. Knowledge of customer service best practices and a proactive, improvement-driven mindset.