Job Title: Technical Support Manager

Location: Pune, India

Department: Technical Support

Type: Full-Time

Job Summary:
We are seeking an experienced and proactive Technical Support Manager to lead a team of support engineers responsible for delivering high-quality technical assistance to customers. The ideal candidate will oversee daily operations, ensure timely resolution of issues, and foster a culture of continuous improvement and learning. This role requires strong leadership, excellent problem-solving abilities, and a passion for delivering exceptional customer support.

Key Responsibilities:

• Manage, mentor, and develop a team of technical support engineers.
• Ensure smooth daily operations, including case triage, phone support, and ticket management.
• Act as an escalation point for complex or high-priority technical issues.
• Collaborate with cross-functional and global teams to drive alignment and service consistency.
• Monitor team performance through dashboards, KPIs, and service-level metrics.
• Identify trends and communicate insights to improve customer experience.
• Lead recruitment, onboarding, and training efforts for the support team.
• Participate in support strategy, planning, and process improvements.
• Stay current with SAS technologies, third-party tools, and industry trends.
• Ensure compliance with internal policies and customer expectations.
• Contribute to product lifecycle feedback based on customer interactions.

Qualifications:

• 5+ years of experience in technical support or a related field, including 2 years leading a frontline support team.
• Bachelor’s degree in Computer Science, Engineering, or related discipline.

• Proven experience managing enterprise software support teams.
• Strong knowledge of ticketing systems (e.g., ServiceNow) and support tools.
• Excellent communication, interpersonal, and decision-making skills.
• Ability to manage priorities in a fast-paced, multitasking environment.
• Experience with SAS software is a strong advantage.
• Strong customer service orientation and ability to advocate for clients.
• Demonstrated ability to lead team development and growth initiatives.

Diverse and Inclusive

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it’s essential to who we are. To put it plainly: you are welcome here.

Additional Information:

SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact Recruitingsupport@sas.com.

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