Sr. Manager, Technical Support
IndiaFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 6+ years
- Required Skills
- People ManagementTechnical support
Requirements
- 6+ years of experience in technical support, customer success, or related SaaS support environments, including significant people management experience.
- Proven experience managing or mentoring teams of individual contributors in a high-volume, fast-paced technical environment.
- Strong understanding of SaaS support operations, including ticketing systems, escalation management, and KPI-driven service delivery.
- Excellent leadership skills with a track record of coaching, performance management, and team development.
- Strong analytical skills with the ability to interpret metrics, identify trends, and implement operational improvements.
- Exceptional communication skills, both written and verbal, with the ability to engage effectively across technical and non-technical stakeholders.
- Ability to work independently, manage priorities, and drive accountability in distributed global teams.
- Strong customer-first mindset with a focus on problem-solving and continuous improvement.
Responsibilities
- Lead and manage multiple globally distributed technical support teams, ensuring consistent delivery of high-quality enterprise customer support.
- Drive performance against SLAs and KPIs, ensuring operational targets such as resolution time, backlog reduction, and customer satisfaction are consistently met.
- Coach, mentor, and develop support engineers, fostering a high-performance culture centered on accountability, collaboration, and customer excellence.
- Oversee daily support operations including case management, queue oversight, escalation handling, and quality assurance reviews.
- Analyze performance metrics and customer feedback to identify trends, improve processes, and enhance overall support efficiency.
- Partner with training, product, and engineering teams to improve onboarding, release readiness, and knowledge sharing across the support organization.
- Drive continuous improvement initiatives to optimize workflows, tools, and support delivery processes.
- Participate in hiring and talent development efforts to build and scale high-quality support teams.
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