Manager, Personalized Support

Overview

Manage a global team of Personalized Support Engineers supporting strategic customers. Partner with engineering, product, supportability, readiness and other cross-functional teams to improve customer outcomes and support operations.

What you'll do

• Lead and coach Personalized Support Engineers.
• Support team members' professional growth and technical enablement.
• Oversee resolution of complex technical issues for customers and Technical Account Managers.
• Drive proactive guidance and advocate for customer needs.
• Improve support procedures, processes and standards.
• Hire, onboard and train team members.

What you'll need

• 6+ years of experience in a support or operations team at a software or SaaS company.
• 4+ years of leadership experience as a people manager, Team Lead or TAM.
• Experience coaching technical teams supporting enterprise customers.
• Experience handling complex escalations and incident management.
• Strong emotional intelligence, communication and professional writing skills.
• Ability to manage competing initiatives, projects, on-call responsibilities and operational work.

Nice to have

• Knowledge of networking protocols, troubleshooting and cloud computing.
• Experience with Salesforce, JIRA, Confluence, Airtable or Zendesk.

Details

• Remote role based in India, with location eligibility in Karnataka, Tamil Nadu, Telangana, Maharashtra or Delhi.
• Occasional travel may be required for project or team meetings.