Application Support Supervisor

Job SummaryA leading EdTech software company is seeking an Application Support Team Leader to lead and supervise the technical support team responsible for supporting educational software platforms, assessment systems, and related applications.The selected candidate will be responsible for managing daily support operations, monitoring tickets, guiding junior support engineers, handling escalated customer issues, coordinating with internal technical teams, and ensuring high-quality support service delivery.This role requires strong technical troubleshooting skills, excellent customer communication, team leadership ability, and a solid understanding of software support processes.ResponsibilitiesLead, supervise, and support the application support team in their daily tasks. Assign, prioritize, and monitor support tickets according to urgency, impact, and SLA requirements. Guide junior support engineers in troubleshooting, customer communication, and ticket handling. Review open tickets regularly and ensure proper follow-up until final closure. Handle escalated and critical customer issues professionally and ensure timely resolution. Communicate with customers through JIRA, email, phone, or online meetings to understand and resolve technical issues. Ensure that customers receive clear and regular updates regarding their reported issues. Coordinate with Development, QA, Product, and Project Management teams to resolve technical problems and product defects. Escalate complex issues internally with clear analysis, evidence, screenshots, logs, and customer impact. Provide remote or phone assistance to technicians and client-side teams during installation, configuration, testing, and maintenance activities. Support troubleshooting related to software applications, user access, permissions, databases, reports, system workflows, and integrations. Monitor recurring issues and recommend preventive actions or product improvements. Ensure proper documentation of technical issues, solutions, workarounds, and support procedures. Prepare and maintain knowledge base articles, FAQs, troubleshooting guides, and internal support documents. Prepare regular support reports covering ticket status, pending issues, repeated problems, SLA performance, team workload, and customer feedback. Support the onboarding and training of new support team members. Ensure that the team follows the company’s support procedures, escalation process, and documentation standards. Maintain a professional, positive, and trusted relationship with clients. Share customer feedback and recurring issues with the Product team to support future product enhancements. RequirementsYears of Experience3–5 years of experience in technical support, application support, software support, IT support, or a similar role.At least 1 year of experience in a senior support, team supervision, mentoring, or team leader role is preferred.Experience in EdTech, LMS platforms, online exams, assessment systems, student portals, or educational software is a strong plus.Technical Skills· Strong experience in supporting software applications and web-based systems.· Good knowledge of Windows operating systems and technical troubleshooting.· Good knowledge of Microsoft Office tools, especially Word, Excel, and PowerPoint.· Good experience with ticketing systems such as JIRA, ServiceDesk, Zendesk, Freshdesk, MenaTracks, or similar tools.· Good knowledge of relational databases such as SQL Server, or MySQL.· Ability to write and analyze SQL queries.· Ability to analyze logs, error messages, screenshots, database records, and user scenarios to identify root causes.· Good understanding of software installation, configuration, deployment, and maintenance.· Basic understanding of APIs, integrations, user roles, permissions, reports, and system workflows.· Basic understanding of software testing, bug reporting, and release validation is preferred.· Experience with screen-recording or video editing tools is a plus, especially for preparing support guides or training materials.Leadership & Personal Skills· Strong leadership and team management skills. · Excellent communication skills in English, both written and spoken. · Strong customer handling and client relationship skills. · Ability to work under pressure and manage multiple priorities at the same time. · Strong analytical and troubleshooting skills. · Excellent attention to detail. · Strong ownership mindset and ability to follow issues until closure. · Ability to coach, guide, and motivate junior team members. · Ability to explain technical issues in a simple and clear way to both technical and non-technical users. · Good decision-making and problem-solving skills. · Positive attitude and professional behavior with clients and internal teams. · Open to feedback and committed to continuous improvement.Preferred BackgroundBachelor’s degree in Computer Science, Information Systems, Engineering, Education Technology, or a related field. Previous experience supporting universities, schools, ministries, examination bodies, or large educational institutions. Experience with online exams, item banks, LMS platforms, student portals, reporting systems, or digital assessment solutions. Experience in SLA management, support reporting, and customer satisfaction follow-up.