Lead the Bangalore technical support operation for Backup & Storage, overseeing daily support operations, managing escalations, and driving technical excellence to ensure high customer satisfaction.
Responsibilities
Manage, mentor, and scale a team of Tier 1 support engineers for Backup /Storage/ SaaS product portfolio
Oversee daily ticket queues, shift handovers, and adherence to Service Level Agreements (SLAs)
Act as the primary point of contact for high-priority customer escalations and critical data-loss scenarios
Partner with Engineering, Product Management, and Quality Assurance to resolve product bugs and influence the product roadmap
Track, analyze, and report on key performance indicators (KPIs) including CSAT, First Day Resolution (FDR), and Mean Time to Resolution (MTTR) along with productivity
Requirements
Bachelor’s degree in computer science, Information Technology, Cybersecurity, or a related field
Nice to have: experience managing global, 24/7 follow-the-sun support operations across multiple time zones
Nice to have: industry-recognized certifications related to Backup, Storage, Cloud technologies, networking
As the Sr. IT Support Analyst, you are the escalation point for Level 1 support, providing deep troubleshooting for complex issues and mentoring junior team members.
Locations (2)
Whitby Southeast, Ontario, Canada
Ontario, Canada
Compensation
Salary Range: $65,000-$75,000
Responsibilities
Provide deep troubleshooting for complex hardware, software, network issues
Analyze ticket trends and assist colleagues
Manage high volume of support tickets using ticketing system
Communicate with clients and provide status updates
Document support activities and create technical guides
Requirements
College diploma or university degree in computer science
Nice to have: Managed Service Provider experience
Nice to have: Microsoft MCSE/MCP certifications
Nice to have: Microsoft certifications (AZ‑104, MD‑102)
