Support Lead job In Bengaluru by Comviva Technologies

Support Lead - Comviva Technologies

Bengaluru, Karnataka, India
Apply by: Jan 01, 2026
1 Vacancy
Local Candidates (India)
Salary: 1400000 INR - 1800000 INR
Shift: First Shift (Morning)
Career Level: Experienced Professional
Degree: Graduate
Experience: Year

Contract to Hire
Work from Office

Apply For Job

Job Description

WHO You Are

The Support Lead will be reporting to the Customer Success Manager and own the support and operations of the Factoreal SaaS platform. The candidate must have a proven track record delivering excellent Customer Service to direct customers. The candidate for this role must work collaboratively with all other groups including Product Management, Engineering, Marketing and Sales. The candidate must also have experience providing 24x7 Support.

Responsibilities

Ensure 24x7 availability of the Factoreal SaaS platform; identify, troubleshoot and resolve performance issues.
Work under the leadership of the Customer Success Manager to deliver high customer satisfaction.
Be a hands-on leader of a team of support engineers responsible to identify, triage and escalate issues to engineering teams to ensure issues are resolved within SLA.
Accountable for ensuring ticket creation, updates, and resolution are accurately completed within SLAs.
Manage escalation of critical customer issues.
Serve as Incident SPOC for Major Incidents and lead RCA closure.
Coordinate the resolution of customer issues from onboarding through implementation and production.
Work closely with customers and internal teams to ensure the platform operates as expected.
Communicate status and action plans to internal stakeholders, partners, and customers including ‘C’ level executives.
Provide input to governance meetings and continuous improvement initiatives to reduce tickets and prevent repeated incidents.

Requirements

Candidate should be a Graduate in Computer Science or equivalent.
Experienced Technical Support Engineer with 7+ yrs experience in supporting direct clients of B2B SaaS products.
Experience in handling technical support for products with strong scripting and automation skills.
Excellent in monitoring and tracking core operational metrics.
Ability to work with customers across different timezones and in 24x7 shift.
Strong understanding of SLA compliance at all stages.
Working experience with cloud infrastructure like AWS.
Experience on Apache/Nginx, Tomcat, Redis, HiveMQ, Kafka, Jenkins, GitLab, Shell Scripting, Network and Server monitoring tool like Prometheus/Grafan, Nagios etc. is required.
Experience with managing relational and NoSQL database technologies such as Oracle, SQL Server, PostgreSQL, Cassandra and MongoDB.
Ability to work in 24x7 rotational shift.

Benefits

Comviva is a leading global mobility solutions provider catering to the Business of Tomorrows. We are a subsidiary of Tech Mahindra and a part of the 21 billion $ Mahindra Group. Our solutions are deployed by over 130+ mobile service provides and financial institutions in over 95 countries and enrich the lives of over 2 Billion people globally to deliver a better future. With 18 years of experience and 8 product lines, we have seen double digit growth in the last 3 years. We enable service provides to enhance customer experience, rationalize costs, and accelerate revenue growth.