Manager - Global Customer Support Engineering

Position Title: Manager - Global Customer Support Engineering

We’re looking for a Support Manager for our Bengaluru business to improve the operation and performance of the support we provide customers. The work is very diverse, ranging from working directly with customers and your team, to working on strategic initiatives that improve our overall support operation and the product we sell to our customers.

This is a full‑time position based out of our Bangalore office. It is a manager role working in fixed shift timings from 7 pm to 4 am, five days a week, with optional 24x7 rotation as needed by the business.

• Experience in working and managing with Java application support, database support, and API support.

• Empower our Support team by setting them up for success based on their talents and career stage.
• Foster a healthy, motivated, and collaborative culture while developing internal staff in their professional growth.
• Manage the Support team and be responsible for driving day‑to‑day Support Operations, including shift operations, scheduling, training, and ensuring adequate 24x7x365 support coverage.
• Perform and own all aspects of the Support operations management including hiring, training, and professional development of the Customer Support Engineers and driving the customer escalations to a logical closure with higher CSAT/NPS scores.
• Help define a support process that will allow our support team to scale with the company.
• Closely align with other leaders in the organization and execute on OKRs (objectives and metrics) to measure the overall team’s success.
• Help define and put in practice standard operating principles for the Support Team.
• Develop and execute on strategy for continuous improvement of our Support Team SLAs.
• Manage the interactions between Support and Development on customer issues/feedback.
• Produce reports that demonstrate team effectiveness to Engineering, Product, and Leadership teams.

• 10+ years of experience.
• Lead through example; complete ownership of customer issues.
• Demonstrated success in leading teams and individual contributors.
• Experience in growing the team by participating in the recruiting process.
• Experience with SQL and shell scripting.
• Knowledge of Core Java, SQL, API, Cloud Platforms (e.g., AWS, Azure, GCP), basic networking, and Linux commands; proficiency in creating visualisations and dashboards.
• Experienced in managing customer escalations across organizations.
• Strong sense of empathy for our customers.
• Ability to stay calm in a fast‑paced, growing environment.
• Exceptional communicator.

• 100% employer‑paid medical insurance.
• Generous paid time‑off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off.
• RSU stock grants.
• Professional development and training opportunities.
• Company virtual happy hours, free food, and fun team‑building activities.
• Monthly cell phone stipend.
• Access to an innovative mental health support platform that offers personalized care and resources in areas such as therapy, coaching, and self‑guided mindfulness exercises for all covered employees and their covered dependents.

* May vary by country and worker type – please reach out to your recruiter for more information.

Equal Opportunity Employer, including disability/protected veterans.

Equal employment opportunity, including veterans and individuals with disabilities.