Manager Technical Support Engineering
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
TL;DR
Manager Technical Support Engineering (Customer Support): Leading a global team of Technical Support Engineers to resolve customer technical issues efficiently for 's Managed and SaaS platforms with an accent on customer satisfaction, escalation management, and process optimization. Focus on managing team goals, coaching, cross-functional collaboration, and driving support strategies to enhance customer experience and product feedback.
Location: Bengaluru, India with some remote work
Company
is a leader in unified observability and security, providing cutting-edge AI-driven cloud operation solutions to over 50% of Fortune 100 companies.
What you will do
- Manage and drive team goals, workforce planning, metrics, and reporting for technical support engineers
- Ensure high customer satisfaction aligned with business goals and defined KPIs/SLAs
- Collaborate with cross-functional teams including Product Management, R&D, and DevOps to resolve escalations and provide product feedback
- Lead hiring, retention, coaching, mentoring, and career development of a global support team
- Handle escalated customer issues directly and develop resolution plans
- Create and implement global support strategies, processes, and workflows
Requirements
- 3-5+ years of leadership experience in technical customer support operations
- Experience building scalable, automated teams and processes
- Strong communication skills across organizational levels in a global environment
- Ability to manage escalations and define support metrics for process improvements
- Willingness to participate in off-hours team responsibilities
Nice to have
- Knowledge of web and application server technologies, Java EE or .NET platforms
- Familiarity with cloud technologies such as OpenStack, OpenShift, AWS, Azure, CloudFoundry
- Experience with networking protocols like TCP/IP, HTTP, DNS, SSL, BGP
- People management experience across multiple locations
- Working knowledge of Application Performance Management (APM) technologies
Culture & Benefits
- Competitive compensation packages recognizing performance
- Work with leading cloud providers and cutting-edge AI technologies
- Positive and dynamic work environment fostering innovation and teamwork
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