Mgr, Technical Support

Job Summary

The Technical Support Manager (TSM) role is a key leadership position responsible for managing customer relationships and overseeing technical support delivery. You will lead 2nd/3rd‑level engineers who diagnose, troubleshoot, and resolve complex issues across NetApp’s product and cloud portfolios. This role requires strong people leadership, operational excellence, and cross‑functional collaboration. This role also includes responsibilities of program management.

Job Requirements

•    Lead teams of Technical Support Engineers and Escalation Engineers handling complex issues across NetApp product lines.
•    Guide teams through high‑stress or ambiguous customer situations, ensuring timely and high‑quality resolutions.
•    Provide coaching, mentorship, and performance management for a team of 10–15 engineers.
•    Recruit, onboard, and develop talent to support cloud data services and SaaS offerings.
•    Maintain strong communication channels with customers and cross‑functional teams.
•    Drive continual improvement initiatives to enhance support delivery and overall customer experience.
•    Manage daily activities, such as preparing performance reports and conducting operational assessments.
•    Achieve and exceed quarterly operational goals (response time, resolution time, CSAT, etc.).
•    Managing case queues and escalation management.
•    Rotational shifts within the business hours (4 AM IST – 6 PM IST)
•    Align to vendor TSM and Acct Mgr. on daily basis with active critical customer issues as well as assist in tactical and strategic planning with the team.
•    Deploy data‑driven strategies and automation to improve efficiency and customer outcomes.
•    Manage escalations effectively, ensuring quick turnaround and stakeholder alignment.
•    Foster a culture of learning, adaptability, and innovation within the team.
•    Lead and manage complex technical programs and projects within the technical support organization.
•    Define program objectives, scope, and success criteria in collaboration with stakeholders.
•    Develop and maintain project plans, timelines, and resource allocation to ensure successful execution.
•    Monitor project progress, identify risks, and issue, and implement mitigation strategies.
•    Coordinate cross-functional teams, ensuring effective communication, collaboration, and alignment.
•    Identify opportunities for process improvement within the technical support organization and drive initiatives to enhance efficiency and effectiveness.
•    Analyze support metrics, trends, and customer feedback to identify areas for improvement.
•    Collaborate with stakeholders to streamline support processes, optimize workflows, and enhance service delivery.

Education

•    BE/BTech with 8–10 years of relevant experience.
•    Minimum of 4+ years of people‑management experience in a fast‑paced, customer‑facing support environment.
•    Proven experience managing teams in technical support—preferably on Storage concept

•    Knowledge of Artificial Intelligence.
•    Experience leveraging data and automation tools to improve support outcomes.
•    Prior experience managing cloud support teams, ideally with AWS workloads.