Technical Support Manager

About Parkar Digital:

Parkar Digital is a Hybrid first company dedicated to hiring, retaining, and developing high performing employees and teams with diverse backgrounds. We are a digital transformation and software engineering company headquartered in Atlanta, USA, and have our engineering teams across the US, India, and Latin America. Our solutions are powered by the Parkar platforms built using Cloud, Opensource, and Customer experience technologies. Parkar Digital offers an array of IT services across Cloud computing, Product development, Customer experience, Cybersecurity, and AI Engineering.

Parkar Digital, a Gold Certified Microsoft Azure partner, provides technology solutions for Digital Healthcare, Digital Retail & CPG. Our solutions are powered by the Parkar platforms built using Cloud, Opensource, and Customer experience technologies. Our goal is to empower a customer first approach with digital technologies to deliver humancentric solutions for the clients.

For more info., Visit our website: https://parkar.digital/

LinkedIn https://www.linkedin.com/company/parkardigital/

Job Summary:

The Technical Support Manager is responsible for leading a team of technical support professionals and overseeing the resolution of advanced technical issues. This role requires deep technical expertise, managing system troubleshooting, and overseeing the performance of support infrastructure. The individual will ensure that customers receive timely and efficient assistance, while maintaining a focus on system optimizations, product knowledge, and collaboration with engineering teams for system enhancements.

Technical Skill Requirements:

• Operating Systems: Deep knowledge of Windows, Linux, and macOS environments; ability to troubleshoot system level issues (boot failures, performance bottlenecks, etc.).
• Networking: Strong understanding of TCP/IP, DNS, VPNs, routing protocols, firewalls, load balancers, and network performance optimization.
• Cloud Services: Experience with cloud platforms such as AWS, Microsoft Azure, or Google Cloud Platform (GCP). Knowledge of managing cloud infrastructure and troubleshooting issues in cloud environments.
• Database Management: Knowledge of database systems like MySQL, SQL Server, or PostgreSQL for troubleshooting database performance and connectivity issues.
• Virtualization & Containerization: Experience with virtual machines (e.g., VMware, HyperV) and container platforms (e.g., Docker, Kubernetes) for managing scalable environments.
• Scripting & Automation: Proficiency in scripting languages (e.g., Python, Bash, PowerShell) to automate recurring tasks and system monitoring.
• Security Protocols: Knowledge of security frameworks, authentication protocols (OAuth, LDAP, Active Directory), and vulnerability management.
• Monitoring Tools: Familiarity with system monitoring and diagnostic tools (e.g., Nagios, Zabbix, Grafana, New Relic) for proactive system health management.
• Ticketing Systems: Experience with advanced ticketing systems (e.g., Zendesk, Jira, ServiceNow) for managing and prioritizing high volumes of support tickets.

Operations & Process Management:

• Design and implement automation strategies for incident management, minimizing human intervention where possible.
• Oversee the configuration, management, and optimization of support tools and systems.
• Establish and report on key metrics (e.g., resolution time, ticket volume) to assess operational efficiency.
• Manage the integration of new software, updates, and system migrations with minimal downtime for customers.

Stakeholder Collaboration:

• Act as the technical liaison between customer support, product, and engineering teams to prioritize product bugs and feature requests.
• Work with the IT and DevOps teams to ensure all systems run optimally and implement any necessary performance upgrades.
• Provide feedback to product teams for improvements based on customer pain points and recurring technical issues.

Qualifications:

Bachelor’s degree in computer science, Information Technology, Engineering, or equivalent experience.

Experience:

• Minimum 6+ years of experience in technical support, IT, or systems administration, with experience in a managerial or leadership role.
• Experience in managing technical teams that support complex environments with largescale infrastructure.
• Hands on experience troubleshooting software, hardware, and networking issues in enterprise environments.

Skills & Competencies:

• Strong technical acumen with a demonstrated ability to diagnose and resolve advanced system, network, and software problems.
• Proficiency in handling high pressure situations, such as system outages or major customer incidents.
• Excellent leadership and project management skills, with the ability to manage competing priorities.
• Excellent communication and collaboration skills, with an ability to explain technical concepts to both technical and nontechnical stakeholders.
• Strong organizational skills with experience implementing efficient processes for support operations.