Technical Support Manager

ManageArtworks

Chennai, IND

Full-time

Mid-Senior

Onsite

Discovered 1 weeks ago

Technical supportCustomer supportApplication supportSaaSTicketing systemsCRM platforms

Free

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Key skills for this role

Technical supportCustomer supportApplication support

ManageArtworks is an enterprise SaaS product brought to market by Karomi.

The product supports packaging and artwork management for global and Indian brands, including project management and compliance workflows.

Lead the Technical Support team and ensure exceptional customer service through timely ticket resolution, escalation management, and SLA compliance.

Work with Product, QA, Delivery, and Operations to improve customer experience for Indian and global clients.

Lead and mentor Customer Support Engineers while building accountability, collaboration, and continuous improvement.
Own support operations, timely ticket resolution, SLA commitments, queue monitoring, issue prioritization, and workload distribution.
Act as the primary escalation point for complex customer issues and drive successful resolution.

Collaborate with Product, Engineering, QA, and Operations to resolve product issues and improve customer experience.
Review support metrics, SLA performance, ticket trends, and customer feedback to identify improvements.

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