BETSOL
Information Technology And Services
TeamLead-TechnicalSupport
Neural analysis suggests this role is
optimal for executive candidates.
“Team Lead - Technical Support at BETSOL. Skills: technical support team management, operational excellence, customer satisfaction, process improvement, performance management, mentoring, escalation management. Oversee daily operations of the technical support team. ensure adherence to SLAs”
What You'll Achieve.
ensure adherence to SLAs; improve performance and skill depth; ensure high levels of customer satisfaction; Set, monitor, and drive performance targets aligned with business goals
Industry & Context.
analytical skills to investigate, troubleshoot, and resolve technical support issues; problem-solving and stakeholder management skills
Willingness to work US time zones / rotational shifts, Flexibility to extend working hours during business peak periods, Role may require flexibility based on operational and customer support needs
What They're Looking For.
Must Have
4+ years of experience managing customer-focused, performance-driven technical support teams, 2+ years of team handling experience, analytical skills to investigate, troubleshoot, and resolve technical support issues, Ability to review and improve support processes for efficiency and quality, Experience working with support metrics and performance dashboards, Excellent verbal and written communication skills, problem-solving and stakeholder management skills, Ability to multitask and perform effectively under time pressure, Proven people management and team leadership experience, Experience mentoring, coaching, and developing support engineers, decision-making and escalation management capabilities
Nice to Have
Experience managing service and support-focused team cultures, Exposure to global customer support environments, Experience driving continuous improvement initiatives in technical support operations
What You'll Do.
Oversee daily operations of the technical support team
ensure adherence to SLAs
Act as the primary point of contact for technical and customer escalations
and train technical support engineers
Track and report on team SLAs
Monitor and analyze key metrics including NPS
Assess support interactions against defined quality and process standards
Ensure customer inquiries and issues are resolved accurately
Review and improve technical support processes and documentation on an ongoing basis
Provide timely feedback to team members
proactively address performance issues
and drive performance targets aligned with business goals
Foster an open communication culture and a collaborative
high-engagement team environment
Lead by example in professionalism
and technical expertise
How You'll Work.
Team & Collaboration
cross-functional coordination; stakeholder management; Foster an open communication culture and a collaborative, high-engagement team environment
Communication Scope
Excellent verbal and written communication skills
Full Job Description
Engineering the AI-powered enterprise. With AI and cloud-native solutions, BETSOL accelerates cloud transformation for enterprises across 17+ countries. BETSOL holds several engineering patents, and is recognized with industry awards. BETSOL maintains a net promoter score that is 2x the industry average. BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and delivers best-in-class performance. BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for customers. BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore & Belagavi, India. We take pride in being an employee-centric organization, offering comprehensive benefits and opportunities. Learn more at [betsol.com](https://www.betsol.com/) About the Role The Technical Support Team Lead is responsible for overseeing the day-to-day operations of the technical support team while actively contributing as a senior support resource. The role focuses on driving operational excellence, mentoring team members, managing escalations, and ensuring high levels of customer satisfaction through effective performance management and continuous process improvement. Responsibilities • Oversee daily operations of the technical support team and ensure adherence to SLAs • Act as the primary point of contact for technical and customer escalations • Mentor, coach, and train technical support engineers to improve performance and skill depth • Track and report on team SLAs, performance metrics, and operational KPIs • Monitor and analyze key metrics including NPS, CSAT, FCR, AHT, and productivity • Assess support interactions against defined quality and process standards • Ensure customer inquiries and issues are resolved accurately, promptly, and professionally • Review and improve technical support processes and documentation on an ongoing basis • Provide time
Applying for this Team Lead - Technical Support role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on SmartRecruiters
- SmartRecruiters often includes a video screening step — check camera and mic permissions.
- Link your GitHub or portfolio directly in the profile section for technical roles.
- Applications may be reviewed by AI scoring before reaching a recruiter — use keywords from the job description.
ANONYMOUS · UNFILTERED
What do employees actually say about BETSOL?
Real rants from real employees. Read before you apply.