Job Description & How to Apply Below
Cybage Software Pvt. Ltd. is a technology consulting is a technology consulting organization specializing in outsourced product engineering services. As a leader in technology & product engineering space, Cybage works with some of the world’s largest Independent Software Vendors (ISVs). Our solutions are focused on modern technologies and are enabled by a scientific, data-driven system called Decision Mines for Digital Excellence.
Role: Team Lead – Technical Support
Shift: Permanent Night Shift
Experience:
6+ years in technical/customer support (SaaS / POS / Food Tech preferred)
Role Overview :
The Team Lead will be responsible for managing night-shift operations for client support, acting as the first point of escalation, ensuring SLA adherence, and maintaining close coordination with onshore stakeholders. This role is critical for operational stability during US business hours.
Key Responsibilities:
Own end-to-end night-shift operations for client support
Handle Tier 2 escalations and critical incidents independently
Ensure SLAs, response times, and quality benchmarks are consistently met
Act as the primary bridge between offshore support and onshore client teams
Provide real-time guidance, coaching, and decision-making during live issues
Review tickets, trends, and recurring issues; drive corrective actions
Prepare shift handovers, daily summaries, and escalation reports
Mentor team members and help scale team maturity over time
Be hands-on during peak hours and high-severity incidents
Must-Have
Skills:
Strong technical troubleshooting skills (APIs, integrations, POS systems preferred)
Prior experience leading support teams in a 24x7 environment
Excellent communication skills (written & verbal)
Ability to take ownership and make decisions during off-hours
Experience working directly with US-based clients/stakeholders
Ready to work into continuous night shift
Ready to work from Pune office
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