Manager Customer Support Engineering

TL;DR

Manager Customer Support Engineering: Leading and managing a global customer support engineering team to improve support operations and customer satisfaction with an accent on shift management, escalation handling, and strategic process improvements. Focus on developing team capabilities, aligning with organizational goals, and enhancing support SLAs.

Location: Onsite in Bangalore, India

Company

hirify.global is a product company focused on simplifying data access and reliability for customers worldwide.

What you will do

• Manage and empower the support team, including hiring, training, scheduling, and shift operations.
• Drive day-to-day support operations ensuring 24x7 coverage and high customer satisfaction.
• Develop and implement scalable support processes and standard operating principles.
• Collaborate with leadership to execute on objectives and key results (OKRs).
• Manage customer escalations and coordinate with development teams on issue resolution.
• Produce reports demonstrating team effectiveness to engineering, product, and leadership teams.

Requirements

• Location: Must be onsite in Bangalore, India
• Experience: 10+ years in support management and customer escalation handling
• Strong knowledge of Core Java, SQL, API, cloud platforms (AWS, Azure, GCP), networking, Linux commands, and visualization tools.
• Proven leadership skills with ability to foster a motivated and collaborative team culture.
• Excellent communication skills and ability to stay calm in fast-paced environments.
• Experience in recruiting and developing support engineers.

Culture & Benefits

• 100% employer-paid medical insurance (varies by country and worker type).
• Generous paid time off including PTO, sick leave, parental leave, holidays, and volunteer days.
• RSU stock grants and professional development opportunities.
• Company virtual events, free food, team-building activities, and monthly cell phone stipend.
• Access to mental health support platform offering therapy, coaching, and mindfulness resources.