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Job Description & How to Apply Below
Who we are:
Kanerika Inc. is a premier global software products and services firm specializing in providing innovative solutions and services for data-driven enterprises. We help businesses achieve digital transformation and maximize impact through data and AI, leveraging advanced technologies in analytics, governance, AI/ML, and GenAI/LLM to optimize operations, enhance customer experience, and drive growth.
Awards and Recognitions
Kanerika has won several awards over the years, including:
Best Place to Work 2023 by Great Place to Work®
Top 10 Most Recommended RPA Start-Ups in 2022 by RPA Today
CMMI Level 3 Appraised in 2024
Frost & Sullivan India 2021 Technology Innovation Award for its Kompass composable solution architecture
Kanerika has also been recognized for its commitment to customer privacy and data security, having achieved ISO 27701, ISO 9001, SOC2, and GDPR compliances.
Locations
We are located in Austin (USA), Singapore, Hyderabad, Indore and Ahmedabad (India).
Job Location:
Hyderabad, Indore and Ahmedabad.
Employment Type:
Full-Time
Experience
Required:
7 – 8 Years
Reporting To:
Product Leader
Role:
We are building our Software Support Practice from the ground up, and we are looking for a
driven, technically-savvy Support Lead to be at the centre of that effort. This is a founding
leadership role: you will define how support operates, who it hires, what tools it adopts, and
how it integrates with Engineering and Product. You will be both a practitioner and a builder —
handling complex escalations yourself while simultaneously laying the structural and cultural
foundations for a world-class support organisation.
If you thrive in ambiguity, love designing systems, and are energised by the idea of being the
first person in the room when things go wrong (and when things go right), this role is for you.
Key Responsibilities:
1. Practice Build-Out & Strategy
• Design and implement the end-to-end support operating model — workflows, escalation
paths, SLA frameworks, shift structures, and on-call protocols.
• Define and document support policies, runbooks, and standard operating procedures from
scratch.
• Evaluate, select, and implement the support toolstack (ticketing, live chat, knowledge base,
alerting, analytics) — integrated with Azure Dev Ops as the internal engineering system of
record.
• Establish KPIs and dashboards to measure team health, ticket quality, response times, and
customer satisfaction (CSAT / NPS).
• Own the hiring plan for the support function: write JDs, screen candidates, onboard and
mentor new hires.
2. Day-to-Day Support Operations
• Serve as the primary escalation point for complex, high-severity, or enterprise-tier customer
issues.
• Triage, prioritise, and resolve technical support tickets spanning bugs, integrations,
configuration, and product usage.
• Conduct root-cause analysis on recurring issues and work closely with Engineering to drive
permanent fixes.
• Manage support queues to ensure SLA adherence and equitable workload distribution across
the team.
• Provide white-glove support to key accounts and VIP customers during critical incidents.
3. Cross-Functional Collaboration
• Partner with Product Management to channel support insights into the product roadmap and
backlog prioritisation.
• Work with Engineering to reproduce, document, and validate bug fixes; log and track issues as
Azure Dev Ops work items (bugs, user stories); participate in release readiness reviews.
• Collaborate with Sales and Customer Success to ensure smooth onboarding handoffs and
proactive risk identification.
• Represent the voice of the customer in internal forums — escalate patterns, advocate for UX
improvements, and flag churn signals.
4. Knowledge Management & Self-Service
• Build and maintain a comprehensive, searchable knowledge base for both customers and
internal agents.
• Champion a deflection-first philosophy — identify ticket categories suitable for automation,
chatbot deflection, or self-help articles.
5. People Leadership & Culture
• Track knowledge-base effectiveness and iterate based on search data and support ticket
volume.
• Lead, coach, and develop a growing team of support engineers and specialists.
•…
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