Technical Support Engineer - TSE Lead

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April 4

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Nexthire is a technology driven recruitment platform that enables companies to hire 2x faster with its advanced algorithms based on years of data.The leadership team has several decades of collective experience working for top product development companies in India. We believe in breaking the conventional ideas that have been rooted in the staffing industry. We provide end to end recruitment solutions and are developing amazing tools that will help shape the future of recruitment industry.Trusted by 100+ brands, MNCs and startups alike, we are creating a hiring experience like never before.

11 - 50 employees

📋 Description

• Lead and mentor the APAC TSE team to deliver high-quality support; track KPIs like CSAT, response, and resolution times; foster a collaborative, growth-oriented environment. • Manage complex technical escalations, guide the team in troubleshooting, and ensure high standards for customer interactions. • Optimize support workflows, implement tools and processes to boost team efficiency, and drive continuous improvement. • Maintain a professional, solution-oriented approach to customer interactions; work with TAMs, AMs, and Product teams to enhance the support experience. • Develop and implement onboarding and continuous learning programs to ensure team expertise and alignment with best practices.

🎯 Requirements

• 5+ years in technical support, DevOps, or customer-facing engineering roles. • Background in Cloud DevOps: AWS (EC2, EKS, ECS, Lambda, CloudFormation), Azure, or GCP. • Experience with observability and monitoring tools such as Kibana, Grafana, Prometheus, Datadog, Splunk, or similar. • Hands-on knowledge of Kubernetes, Docker, and containerized troubleshooting. • Strong familiarity with ELK stack, regular expressions, Lucene, or PromQL is a big advantage. • Experienced leader in SaaS/B2B support, skilled in guiding global teams, managing incidents, and delivering exceptional customer experiences under pressure. • Data-driven and detail-oriented, with a strong grasp of KPIs and analytics to optimize performance, enhance processes, and drive product improvements. • Effective communicator with experience collaborating across technical and non-technical teams, including Product, Engineering, and Sales.