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

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.

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.

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)