Manager- Technical Support Engineer
Core
Lead the Bangalore technical support operation for Backup & Storage products, overseeing daily support operations, managing critical escalations, and driving technical excellence to ensure high customer satisfaction.
Role type
Senior IC manager of technical support operations
Builds
High customer satisfaction (CSAT) for business-critical data protection products
Domain
IT Management / Cybersecurity / Data Protection
Deliverable
dashboards & analysis
Required skills
Team leadership, Operations management, Escalation handling, Cross-functional collaboration, Performance metrics analysis, Process improvement
Preferred skills
Global 24/7 support operations management, Backup/Storage/Cloud certifications, Modern support tools (Salesforce Service Cloud, Zendesk, Jira)
Responsibilities
Manage and mentor a team of Tier 1 support engineers, Oversee daily ticket queues and shift handovers, Act as primary point of contact for high-priority customer escalations, Partner with Engineering and Product Management to resolve bugs, Track and report on KPIs (CSAT, FDR, MTTR), Develop and optimize support workflows and knowledge base
Seniority
Senior, hands-on IC manager
