Support Manager

✨ What you’ll be working on

Emplay is hiring a Support Manager to lead end-to-end support operations across L1, L2 and L3 in a 24×7 environment.

You’ll be responsible for keeping support operations running smoothly, from ticket management and SLA performance to team training, shift coverage and customer escalations. The role also has a strong focus on service improvement, automation and AI-driven support efficiency.

You’ll work closely with Engineering, Product, leadership teams and Cisco on major technical escalations and service delivery.

What You’ll Do

• Own the support ticket lifecycle across L1, L2 and L3.
• Ensure tickets are correctly categorized, prioritized and resolved within agreed SLAs.
• Prepare and present SLA and support performance reports.
• Track customer satisfaction and analyze support feedback.
• Create service improvement plans based on ticket trends, root-cause analysis and customer feedback.
• Coordinate shift handovers to maintain seamless 24×7 support coverage.
• Lead training programs and performance reviews for L1 and L2 engineers.
• Allocate daily workloads and track team productivity and resolution targets.
• Drive automation and AI-based initiatives to improve ticket deflection and resolution efficiency.
• Handle P1 and P2 escalations and coordinate resolution with Engineering, Product and Cisco teams.
• Monitor AWS CloudWatch metrics for proactive issue detection.
• Work with Engineering on monitoring alerts and dashboards.
• Own RCA documentation, knowledge base updates and audit/compliance reporting.

What You’ll Need

• 5+ years of experience in technical support.
• 1–2 years of experience in a support management or team lead role.
• Experience managing L1/L2/L3 support teams in a 24×7 environment.
• Experience with SaaS, ITSM or AI-based products is preferred.
• Strong knowledge of ticketing and ITSM platforms such as Freshservice, Remedy, ServiceNow or Jira.
• Strong proficiency with AWS Cloud services.
• Basic to intermediate Python skills for automation and data analysis.
• General understanding of AI/ML and conversational AI or chatbot platforms.
• Excellent stakeholder management and communication skills.
• Experience driving process improvement and automation within support operations.

Preferred Skills

• Experience managing distributed or remote support teams across rotating shifts.
• Experience supporting enterprise B2B SaaS customers.
• Background in EdTech or learning platforms is a plus.
• Experience with AWS CloudWatch or similar monitoring tools.
• Knowledge of incident management frameworks.
• Exposure to SOC 1 or similar audit and compliance processes.

Why This Role Stands Out

This is more than a traditional support management role. You’ll have the opportunity to improve a 24×7 support operation through automation, AI, cloud monitoring and data-driven service improvements, while leading a distributed technical support team.

Application Process

You can apply directly through this job portal or send your resume and relevant details to placement@emplay.net.

Use the subject line:

Application – Support Manager – Emplay Inc

Please include:

• Current CTC
• Expected CTC
• Notice period
• Years of relevant experience
• Reason for job change
• LinkedIn profile link