Overview

Manager, Technical Support

📍 Hyderabad | 🏢 Hybrid – 3 Days/Week in Office

About the Role

The Manager, Technical Support leads the day-to-day operations of a technical support team, ensuring timely, high-quality support for customers and partners. In this role, you will be responsible for team performance, issue escalation, operational execution, and the continuous improvement of support delivery. If you're a people-first leader with a strong technical background and a passion for building accountable, customer-focused teams, this role is for you.

Technology Tools

• Microsoft Productivity Tools (Word, Excel, PowerPoint, Outlook, Teams)
• Support & Ticketing Platforms (e.g., Salesforce Service Cloud or Equivalent)

Your Role Responsibilities — Here's What You'll Do

• Manage daily operations of the technical support team, including workload management, quality, and responsiveness; serve as an escalation point for complex or urgent customer and partner issues, ensuring timely and effective resolution.
• Monitor and manage team performance using defined metrics; address performance gaps and operational risks while executing departmental goals, benchmarks, and operating procedures.
• Provide regular coaching, feedback, and performance management for direct reports; hire, onboard, and manage employees, including compensation decisions and employee relations in partnership with HR.
• Develop team members' technical skills, communication, and customer engagement capabilities; identify and develop high-potential employees and future leaders within the organization.
• Collaborate with cross-functional teams to improve product quality, supportability, and customer experience; contribute to budget management and operate within approved financial targets.
• Evaluate and improve team processes, tools, and workflows to increase efficiency and consistency; ensure team projects and initiatives are delivered on time, within scope, and to quality standards.

Role Essentials — What You Bring

• Bachelor's degree or equivalent experience, with 8+ years of experience in technical support or a related field and prior people management experience preferred.
• Experience managing operational metrics and team performance, with a demonstrated ability to coach, develop, and hold employees accountable to defined standards.
• Strong analytical, problem-solving, and decision-making skills, with solid technical aptitude and a thorough understanding of support operations and escalation processes.
• Effective written and verbal communication skills with a strong customer focus and service orientation, and the ability to work effectively in a fast-paced, deadline-driven environment.
• Proficiency with Microsoft productivity tools, with up to 15% travel time required.

What We'd Like to See — Preferred Skills

• Experience building and maintaining high-performing technical support teams, with a proven track record of driving customer satisfaction and operational excellence.
• Demonstrated ability to identify and develop high-potential employees and future leaders through structured coaching, mentorship, and career development initiatives.
• Experience collaborating cross-functionally with Product, Engineering, and other teams to improve product quality, supportability, and the overall customer experience.
• Strong process improvement mindset with experience evaluating and optimizing support tools, workflows, and procedures to increase team efficiency and consistency.
• Experience contributing to budget management and operating within approved financial targets in a fast-paced, customer-facing support environment.

About Hyland

Hyland is the pioneer of the Content Innovation Cloud™, delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation.

Trusted by thousands of organizations worldwide, including many of the Fortune 100, Hyland's solutions create the foundation for a connected, agentic enterprise, where teams harness the power of AI to redefine how they operate and engage with those they serve. For additional information on Hyland's platform and services, please visit Hyland.com.

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About Hyland Life

#HylandLife

Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do – whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.

The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.

As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.

Equal Opportunity Statement

Hyland is an equal opportunity employer. We value diversity and are committed to providing an inclusive workplace for all employees and applicants. Employment decisions are made without regard to any characteristic protected by applicable laws and regulations. Information collected during the hiring process is used solely to assess qualifications, verify identity, and comply with legal requirements.