Technical Support Engineer

About the role

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)