Team Lead Technical Support

Posted Date : 21st Aug, 2026 Job Category : Chennai, India Job title: Team Lead Technical Support Location: Ambit IT Park, Ambattur, Chennai, India Experience: 3 to 7 Years (1 2 Years as Lead) No of openings: 5 Roles & Responsibilities Drive and manage overall team performance to consistently meet or exceed KPIs including CSAT, FCR, AHT, Quality, and Productivity Provide real-time coaching, guidance, and support to technical support agents and SMEs Handle complex customer escalations related to hardware, software, networking, and system configuration issues Act as the primary point of contact for process or product-related inquiries that require advanced troubleshooting Monitor daily performance metrics and implement action plans to address performance gaps Conduct regular call monitoring and deliver structured feedback and coaching sessions Ensure agents follow troubleshooting standards, SOPs, and quality guidelines Collaborate with training teams to identify knowledge gaps and improve training content Create and maintain process documentation, troubleshooting guides, and knowledge base articles Strong hands-on experience troubleshooting home and prosumer networking environments, including TCP/IP, DHCP, DNS, NAT, and IPv6. Solid understanding of Wi-Fi technologies (802.11 standards, roaming, band steering, and interference) and mesh networking systems. Experience with ISP integration, including bridge mode, modem/router interoperability, and double NAT scenarios. Knowledge of advanced networking features such as VPN (client and pass-through), guest networks, parental controls, and access management. Experience supporting mobile app connectivity, cloud-based device management, and account-related issues. Proficiency troubleshooting connectivity across Windows, macOS, iOS, and Android devices. Experience with smart home and IoT devices, including onboarding and ecosystem integration (e.g., Alexa, Google Home, Apple HomeKit, Matter/Thread). Familiarity with gaming and streaming requirements, including NAT types, QoS, UPnP, and high bandwidth use cases. Working knowledge of cellular networking concepts, including LTE/5G connectivity, SIM/eSIM activation, and mobile network troubleshooting. Strong problem-solving skills with the ability to diagnose complex issues, document findings, and collaborate with engineering teams. Required Skills & Qualifications Strong leadership and people management experience in a technical support environment Excellent written and verbal communication skills Advanced troubleshooting knowledge of: IP and analog security cameras Networking fundamentals (Wi-Fi, routers, modems, ports, IP addressing) Mobile apps, cloud services, and firmware updates PC/Mac and mobile device configurations Ability to analyze performance data and translate it into actionable plans Strong problem-solving and decision-making abilities Experience managing escalated customer interactions Proficient in CRM systems, ticketing tools, and Microsoft Office Ability to multitask across multiple tools and applications Minimum 12 years of experience in technical support leadership Call center experience in a consumer electronics or IoT environment is a strong asset Core Competencies Customer First Mindset Ownership & Accountability Analytical Thinking Coaching & Development Communication Excellence Collaboration & Alignment Innovation & Continuous Improvement Sense of Urgency Emotional Intelligence Results Orientation Submit the form to apply .