Manager, Technical Support

Overview

Manager, Technical Support to lead a team of technical support engineers in a 24x7 enterprise support environment in Bengaluru (Hybrid).

What you'll do

• Lead and mentor technical support engineers across multiple time zones.
• Ensure timely, high-quality resolution of customer issues while meeting SLAs and CSAT goals.
• Collaborate with Engineering, Product Management, and Customer Success to improve products and support.
• Analyze support trends and metrics to drive process and product improvements.
• Develop and maintain knowledge base articles and support documentation.
• Drive operational excellence via automation, tooling, and process optimization.
• Participate in hiring, onboarding, and performance management.

What you'll need

• 10+ years of technical support experience.
• At least 3 years in a leadership/management role.
• Strong understanding of enterprise software, SaaS platforms, and cloud technologies.
• Proven ability to manage escalations and work under pressure.
• Bachelor's degree in computer science, Engineering, or a related field.
• Excellent problem-solving, communication, and interpersonal skills.

Details

• Location: Bengaluru, India.
• Work mode: Hybrid.
• Reports to: Director, Customer Support.
• Department: Customer Support.
• Employment involves flexibility in working hours based on business needs.