Job Title: Head of Support

Location: Pune / Bangalore

About the Role:

We are looking for an experienced and customer-focused Head of Support to lead our global technical support function. This role is ideal for someone who thrives in a fast-paced environment, enjoys solving complex technical and hardware challenges, and is passionate about building high-performing support teams. You will be responsible for driving operational excellence, improving support processes, and ensuring exceptional customer experiences across global deployments.

Key Responsibilities:

- Lead, mentor, and develop the Technical Support team while establishing high standards for service quality, response times, and issue resolution.

- Own and optimize support processes, escalation frameworks, and SLA management across global regions.

- Drive the self-service kiosk support model by improving diagnostics, documentation, training, and proactive issue prevention.

- Serve as the highest technical escalation point for complex hardware and software issues, collaborating with Engineering, Product, and Operations teams.

- Provide expert remote technical support to project managers, partners, and onsite teams via phone, email, and chat.

- Diagnose and troubleshoot hardware and software issues, ensuring timely and effective resolutions.

- Conduct product demonstrations, technical training, and knowledge-sharing sessions for customers and internal stakeholders.

- Analyze recurring technical issues and customer feedback to influence product enhancements and hardware improvements.

- Build and maintain a comprehensive knowledge base, documenting solutions, best practices, and troubleshooting guides.

- Provide onsite support during international events whenever required.

Required Skills & Experience:

- Bachelor's degree in Engineering, Computer Science, Information Technology, or a related technical discipline.

- Proven experience in Technical Support, Hardware Support, Technical Consulting, or a similar customer-facing technical role with team leadership experience.

- Strong knowledge of hardware troubleshooting, ideally involving kiosks, scanners, event technology, IoT devices, or other deployed hardware.

- Excellent analytical, troubleshooting, and problem-solving skills.

- Strong communication and stakeholder management abilities with the capability to explain technical concepts clearly.

- Ability to manage multiple priorities while leading a high-performing support team.

- Customer-first mindset with a strong focus on continuous process improvement and operational excellence.

- Willingness to travel internationally as business demands.

- Open to relocating to Pune (preferred, but not mandatory).

Preferred Experience:

- Experience supporting globally deployed hardware products or SaaS platforms.

- Exposure to service management practices, SLA management, and knowledge management.

- Experience working in cross-functional, fast-growing technology organizations.

Why Join Us:

- Lead a globally impactful support organization.

- Work with innovative hardware and event technology products.

- Collaborate with international teams and customers.

- Opportunity to influence product quality, customer experience, and operational excellence.