Job Description
We are hiring Technical Support Head
About the Role
We are looking for an experienced and technically strong Technical Support Head to lead our technical support function and ensure a high standard of service delivery to both internal users and clients.
Key Responsibilities
- Lead, manage, and mentor the Technical Support team.
- Establish and maintain effective technical support processes, procedures, and service standards.
- Monitor and manage support tickets, incidents, service requests, and escalations.
- Ensure issues are resolved within agreed SLA and response/resolution timelines.
- Take ownership of critical and high-priority incidents and coordinate resolution across relevant teams.
- Analyze recurring technical issues and implement preventive and corrective actions.
- Coordinate closely with Software Development, QA, DevOps, Infrastructure, and Business/BA teams.
- Provide technical guidance and troubleshooting support to the support team.
- Review application logs, system errors, database issues, API failures, integrations, and infrastructure-related problems where required.
- Ensure proper escalation of complex issues to development or infrastructure teams.
- Monitor support team performance, workload, ticket aging, backlog, and resolution times.
- Prepare and present regular support performance reports and KPIs to management.
- Establish and maintain a comprehensive Knowledge Base, FAQs, troubleshooting guides, and technical documentation.
- Ensure proper incident documentation, root-cause analysis, and post-incident reporting.
Required Qualifications & Experience
- Bachelor's degree in Information Technology, Computer Science, Software Engineering, or a related field.
- 5+ years of experience in IT/software technical support, with significant experience in a supervisory or management role.
- Strong experience in application support and production environments.
- Proven experience managing and developing a technical support team.
- Good understanding of IT Service Management (ITSM) and incident/problem management principles.
Why join us
- Work on a product with real impact and scale
- Competitive salary + benefits
- Flexible/hybrid work options
- Strong engineering culture with room to grow
Apply Now
Send your resume at: info@fortunaglobal.com
www.fortunaglobal.com