TechOps & Support Manager

Sumerge’s Support team sets new standards of customer experience. Through immense support and instant problem solving, our support engineers fulfill our customers’ desires by exploring new technology areas, products, and multi-technology solutions.

The Support team takes our deep technical expertise and tailor proficient solutions according to the clients’ needs and goals allowing them to grow and solve their biggest business challenges by getting the most out of our offerings.

Ultimately,you will ensure the effective delivery of technical support services, maintaining customer satisfaction, and leading the support team to meet service commitments and operational objectives.

• • Manage day-to-day technical support operations and ensure timely resolution of customer issues. 
  • Monitor and ensure compliance with SLAs, OLAs, and support KPIs. 
  • Oversee incident, problem, and escalation management processes. 
  • Ensure proper ticket handling, prioritization, and follow-up until closure. 
  • Coordinate major incident response and communication with stakeholders. 
  • Lead, mentor, and develop technical support engineers and team leaders. 
  • Conduct performance reviews and establish individual development plans. 
  • Identify training needs and ensure continuous technical and soft skills development. 
  • Manage team workload, resource allocation, and shift planning. 
  • Maintain high levels of customer satisfaction through effective communication and issue resolution. 
  • Manage customer escalations and act as the primary point of contact for critical support matters. 
  • Review customer feedback and implement improvement initiatives. Establish and improve support processes, procedures, and knowledge management practices. 
  • Drive root cause analysis and preventive actions for recurring issues. 
  • Maintain accurate documentation of support activities and known issues. 
  • Provide regular service reports and operational updates to management. 
  • Coordinate with Development, Platform Engineering, Infrastructure, Security, and Business teams to resolve complex issues. 
  • Track and report on support metrics (SLA achievement, First Response Time (FRT), Mean Time to Resolution (MTTR), Ticket backlog and Customer Satisfaction) 
  • Identify risks and recommend corrective actions.