This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Technical Support based in India.
This role offers the opportunity to lead and scale a high-performing technical support team within a global, customer-focused technology environment.
You will be responsible for ensuring exceptional customer experience by driving operational excellence, resolving complex technical escalations, and improving support processes.
The position combines people leadership with hands-on operational ownership across KPIs, incident management, and service delivery standards.
You will work closely with cross-functional teams to enhance product supportability and improve customer outcomes at scale.
A strong emphasis is placed on coaching, performance management, and developing talent within a distributed team environment.
The role also involves leveraging data-driven insights to optimize workflows and continuously improve support efficiency.
This is a high-impact leadership position in a fast-paced, globally connected organization.
Accountabilities:
- Lead, mentor, and manage a team of Technical Support Engineers, ensuring high performance, engagement, and continuous development.
- Drive customer satisfaction by monitoring and improving key operational KPIs such as CSAT, SLA adherence, time to resolution, backlog, and scheduling efficiency.
- Manage escalations and incident resolution, including high-priority and critical customer issues, ensuring timely communication and root cause analysis.
- Conduct regular DSAT reviews, ticket analysis, and coaching sessions to improve service quality and customer experience.
- Optimize support processes and workflows to improve efficiency, scalability, and resolution speed.
- Collaborate with cross-functional teams to resolve product-related issues and enhance overall supportability.
- Participate in hiring, onboarding, and workforce planning in coordination with global teams.
- Use data and analytics tools to identify trends, implement improvements, and support strategic operational decisions.
Requirements:
- 10+ years of relevant experience, including at least 4+ years in people management roles.
- Strong technical understanding of APIs, RESTful services, Java, SQL, and cloud-based systems.
- Experience troubleshooting technical issues in distributed or cloud environments.
- Proven ability to lead, coach, and develop high-performing technical teams.
- Strong customer-centric mindset with the ability to drive service excellence and operational improvements.
- Experience working in globally distributed teams across multiple time zones.
- Strong analytical thinking with the ability to use data for decision-making and process optimization.
- Excellent written and verbal communication skills in English.
- Ability to drive continuous improvement, scalability, and operational efficiency initiatives.
- Experience with support tools and analytics platforms (e.g., Tableau, Looker, Zendesk) is an advantage.
Benefits:
- Competitive compensation package
- Fully remote work arrangement from India
- Comprehensive healthcare coverage
- Generous paid time off and parental leave policies
- Retirement savings and financial wellness programs
- Opportunity to lead global technical support operations
- Access to modern tools, technologies, and continuous learning opportunities
- Inclusive, collaborative, and innovation-driven work environment.
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