Job Title: Lead – Technical Support

Location: Gurugram -Work from Office

About Us:

Enpass is the developer and supplier of one of the world’s leading password and passkey management application, trusted by businesses and consumers globally, with a strong customer base in Europe & US. It helps users prevent cybersecurity breaches caused by phishing and weak password practices while also addressing corporate and regulatory compliance requirements.

What sets Enpass apart is its unique abilitya to provide full data sovereignty, enabling users to store their most valuable data within their own environment, which is a critical advantage for enterprises in today’s security-conscious world.

Enpass offers seamless usability across all major platforms, including mobile, desktop, and browsers.

Position Summary:

Enpass Technologies is seeking a highly skilled Lead – Technical Support to manage and elevate our product support function. This role is crucial for delivering exceptional support to our diverse customer base across the US and Europe, including both B2C and B2B clients. You will lead a team of support engineers, ensuring high performance, customer satisfaction, and continuous improvement in our support processes.

Key Responsibilities

24/7 Support Setup and Roster Management:

• Plan, implement, and oversee a scalable 24/7 global support model to ensure round-the-clock assistance for both B2C and B2B customers.
• Design and manage team rosters, shift schedules, and coverage plans to maintain uninterrupted support while balancing team workload and well-being.

Strategy and Planning:

• Work closely with senior leadership to define long-term goals and strategic plans for the support function.
• Continuously define and execute rolling 45-day action plans with clear priorities, measurable goals, and delivery timelines to drive ongoing improvements in support operations.

Customer Support Operational Excellence:

• Establish and maintain a robust knowledge base, ensuring the creation and regular updating of articles, FAQs, and self-service resources.
• Monitor and analyze key support metrics such as response time, resolution time, ticket re-open rate, and customer satisfaction to drive continuous improvement.
• Drive the strategy for AI-driven self-service solutions such as intelligent chatbots and dynamic knowledge bases by identifying use cases, defining requirements, and collaborating with product and engineering teams to enhance support efficiency and reduce manual effort.

Social Media and Community Support:

• Monitor and manage customer interactions across social media channels, ensuring timely and professional responses to user queries and concerns.
• Escalate recurring or high-impact issues raised on social media to relevant internal teams (Product, Marketing, or QE) for resolution and visibility.

Team Management and Leadership:

• Empower the product support team to deliver exceptional customer service through effective coaching, mentoring, and performance management.
• Ensure clear communication and collaboration within the team, fostering a culture of continuous improvement and knowledge sharing.
• Lead hiring, onboarding, and training efforts to build a high performing technical support team.

Reporting to Management for Decision-Making:

• Generate regular reports and dashboards that provide actionable insights into customer support performance, trends, and challenges.
• Use data to inform strategic decisions aimed at improving customer satisfaction and optimizing team performance.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field (preferred).
• 7–10 years of experience in technical support, with at least 3 years in a leadership or team lead role.
• Strong problem-solving skills and a customer-first mindset.
• Proficiency in support tools such as JIRA Service Desk, Zendesk, Freshdesk, or equivalent.
• Solid understanding of SaaS, cloud technologies, operating systems (Windows/macOS/Linux), and networking fundamentals.
• Excellent communication, interpersonal, and stakeholder management skills.
• Proven ability to manage escalations and drive resolution under pressure.
• Experience with documentation and process optimization.

Nice to Have:

• ITIL or other relevant certifications.
• Familiarity with security practices and compliance standards.
• Experience working with globally distributed teams.

How to Apply:

If interested, please fill this form -https://tally.so/r/mJXVYJ -MANDATORY