Technical Support Manager

CometChat Overview

Our mission: Fuel customer growth through meaningful user-to-user engagement.

CometChat is an all-in-one communication platform that enables businesses to easily integrate customized in-app messaging functionalities across text, voice, and video. This eliminates the need for businesses to start building a messaging module from scratch, and enables their end-users to communicate with each other, resulting in a unified customer experience, increased engagement and retention, and revenue growth.

With CometChat's ready-to-use UI kits and powerful SDKs, product teams across start-ups and enterprises alike can easily roll out a feature-rich, scalable, and secure user to user communication module.

Our company has seen rapid growth, thanks to several market validations, including our participation in Techstars Boulder Accelerator in 2019, followed by investments from experienced investors such as iSeed Ventures, Range Ventures, Silicon Badia, noncapital, and Matchstick Ventures. CometChat raised a Series A round from Signal Peak Ventures.

Beyond the market validation, we are fueled by real customer validation serving over 50K customers across the globe in several verticals ranging from dating apps, telehealth apps, and internet marketplaces to thriving global communities. With solid financials, strong organic growth, and increasing demand for in-app communication platforms, we are in an exciting rapid-scale phase.

A global business from the start, we have 100+ team members across our Denver, Salt Lake, Mumbai, and Chennai offices. We are proud of our team and are always looking to expand our tribe!

CometChat’s Mission

Fuel customer growth through meaningful user to user engagement.

CometChat’s Products

CometChat offers a robust suite of cloud hosted text, voice and video options that meet businesses where they are–whether they need drag and drop plugins that can be ready within 30 minutes or if they want more advanced features and can invest development resources to launch the experience that will best serve their users.

● Quickly build a reliable & full featured chat experience into any mobile or web app

● Fully customizable SDKs and API designed to help companies ship faster

At every step, CometChat helps customers solve complex infrastructure, performance and security challenges, regardless of the platform. But there is so much more! With over 20 ready to use extensions, customers can build an experience and get the data, analysis and insights they need to drive their business forward.

CometChat’s solutions are perfect for every kind of user to user chat (groups & 1:1) including:

● Social community – Allowing people in online communities to interact without moving the conversation to another platform

● Marketplace – Enabling communications between buyers and sellers

● Events – Bringing thousands of users together to interact without diminishing the quality of the experience

● Telemedicine – Making connections between patients and providers more accessible

● Dating – Keeping people engaged while they connect with one another

● And more!

CometChat is committed to fostering a culture of innovation & collaboration. Our people are our strength so we respect and nurture their individual talent and potential. Join us if you are looking to be a part of a high growth team!

Primary responsibility would be:

1. Ticket Triage & Prioritization

• Oversee the flow of inbound technical tickets from customers through systems like Zendesk, Linear, or equivalent.
• Assign tasks to appropriate implementation/support/solutions engineers, ensuring efficient handling and resolution of technical queries.

2. Team Management

• Manage a team of engineers responsible for customer-facing technical support.
• Conduct performance reviews, provide coaching, and oversee the development of the team.
• Lead the hiring, onboarding, and continuous training of new Implementation engineers.
• Schedule and oversee the staffing of support engineers on customer calls, ensuring availability for critical issue resolution.

3. Project & Resource Management

• Monitor deadlines, deliverables, and resource allocation for technical support tasks.
• Collaborate across departments and stakeholders to communicate timelines and handle technical escalations efficiently.
• Work closely with the implementation team to support customers through code-level debugging and integrations.

4. Process Ownership & Improvement

• Manage and optimize the technical support process (technical tickets, implementation, and solutioning), ensuring continuous improvement of support workflows, documentation, and issue tracking via tools like Zendesk, Linear, and internal systems.
• Lead the creation and maintenance of an efficient technical support knowledge base, including product documentation and training materials.

5. Customer Communication & Collaboration

• Act as a bridge between customer facing resources and technical teams (product, development, QA) to ensure seamless resolution of technical issues and feedback loops.
• Provide regular updates to all stakeholders including leadership, and the Customer Experience team on ticket statuses, timelines, and ongoing technical projects.
• Join customer calls as needed for diagnosing code-based errors and supporting customers during integrations and solutioning.
• Work hand in hand with the Customer Experience Team to ensure positive customer outcomes and seamless communication throughout lifecycle

6. Technical Expertise & Troubleshooting (Good to have)

• Assist in diagnosing customer implementation issues, determining whether the problem lies within the customer's codebase or CometChat's platform.
• Work with product teams to replicate and diagnose product bugs.
• Maintain a strong knowledge of CometChat's codebase and documentation to guide customers through integration and solutioning challenges.

Prioritized Experiences and Capabilities

• Strong leadership and project management skills.
• Ability to manage multiple priorities, balancing technical expertise with a calm, customer-focused approach.
• Previous experience managing a technical support or similar team.
• Proficiency in troubleshooting, debugging code, and providing technical assistance at a high level.
• Excellent communication skills (both verbal and written).Proficient in using and administering ticketing systems (Zendesk, Linear, or equivalent).

Nice-to-Have

• Experience managing support teams in a SaaS or developer-focused product environment.
• Familiarity with API-based integrations and SDK support.
• Understanding of common bug tracking and project management tools.
• Experience as a software developer, proficient in languages such as React JS, React Native, Vue.js, Flutter, Kotlin, JavaScript, or Swift.

Here are the values that act as a guardrail of our execution culture: 

Go above and beyond for the customer: We are obsessed with ensuring every customer is taken care of, no matter how big or small they are. We truly believe their problems are our problems, and will stop at next to nothing to see them succeed.

Be relentless: Never stop innovating. Be relentless in trying new things, and improving our product. Challenge the status quo, embrace learning curves, and don’t be afraid to fail. Focus on the outcome and everything else will fall into place.

Be curious: Practice empathy. Anticipate customer needs, and solve them before they get there. If you don’t understand something, ask questions and learn.

Have fun: Laugh. Be positive and kind. Make people feel good. Life is too short to not spend time doing what you love with folks you enjoy being around.

Interview Process

Our goal is to make sure you have the chance to get to know CometChat as we learn more about you. Through a series of conversations with CometChat’s founders and key stakeholders, we’ll want to learn more about your strategic and functional expertise, and your passion. We hope that you’ll bring questions and ideas to each conversation and suggest ways that we can get to know you and your capabilities better.