Overview
Senior Manager, Technical Support Engineering (TSE) responsible for leading a team that helps Kong customers resolve complex technical issues in production and pre-production environments.
What you'll do
- Manage a team of 6 to 10 TSEs servicing customer requests and ongoing needs.
- Provide daily direction via coaching, one-on-ones, and quality feedback.
- Continually evaluate and improve processes and procedures.
- Suggest new methods to streamline operations using improved processes and additional technology.
- Work cross-functionally with customer experience, product, and engineering to improve customer experience.
- Manage customer escalations and performance management for the TSE team.
- Lead or participate in special or ongoing TSE projects.
What you'll need
- 10+ years of experience in technical support/customer engineering/solutions engineering/SRE/SaaS/cloud infrastructure/enterprise software.
- 3+ years managing technical teams (preferably supporting enterprise customers).
- Strong leadership skills to guide teams through high-growth periods.
- Strong ability to multi-task and prioritize in a fast-paced, real-time environment.
- Strong understanding of enterprise technologies including APIs, networking, cloud infrastructure, Kubernetes, containers, and distributed systems.
- Experience handling high-severity customer escalations and production-impacting issues.
Details
- Location: Bangalore, India.
- Team responsibility: TSE functions across production and pre-production environments.
Read the full description and apply on the company’s own careers page.
