Manager- Technical Support Engineer

Overview

Lead Kaseya's Bangalore technical support operation for Backup and Storage, overseeing daily support operations, critical escalations, and technical excellence to drive high customer satisfaction for business-critical data protection products.

What you'll do

• Manage, mentor, and scale a team of Tier 1 support engineers for the Backup, Storage, and SaaS product portfolio.
• Oversee daily ticket queues, shift handovers, and adherence to Service Level Agreements (SLAs).
• Act as the primary point of contact for high-priority customer escalations and critical data-loss scenarios.
• Partner with Engineering, Product Management, and Quality Assurance to resolve product bugs and influence the product roadmap.
• Track, analyze, and report on KPIs including CSAT, First Day Resolution (FDR), Mean Time to Resolution (MTTR), and productivity.
• Establish clear individual goals, conduct regular 1-on-1s, deliver performance reviews, and build tailored career development plans for support engineers.
• Develop and optimize support workflows, troubleshooting documentation, and knowledge base internal structures.

What you'll need

• 8+ years of relevant experience handling global technical support operations.
• 3+ years of direct people management experience leading enterprise support teams.
• Proven track record managing KPIs and process improvements.
• Deep understanding of backup concepts, recovery workflows, deduplication, snapshot technologies, and disaster recovery.
• Exceptional communication, crisis management, and conflict resolution skills under pressure.
• Bachelor's degree in computer science, Information Technology, Cybersecurity, or a related field.

Nice to have

• Experience managing global, 24/7 follow-the-sun support operations across multiple time zones.
• Industry-recognized certifications related to Backup, Storage, Cloud technologies, networking.
• Hands-on familiarity with modern support tools like Salesforce Service Cloud, Zendesk, and Jira.

Details

• Location: Bangalore, India.