Manager, Customer Support

Responsible for managing the support for our global customers
Build support playbooks which can be consumed across the global support organization for triaging, recovering, root cause analysis and overall problem management
Own automation for global support. Responsible for building and managing
services availability, performance, and scalability in customer environments to achieve customer defined SLAs
Define, measure and meet KPIs to meet customer defined SLAs: ensure uptime and performance, create predictive alerting, monitoring dashboards and resolution playbooks for handling anticipated issues.
Collaborate with product and engineering stakeholders to ensure high-quality products are developed and operated in production.
Work closely with customers, understand their overall business, needs and prioritize support activities in accordance with customer business needs
Should have good understanding of IAM concepts and be able to articulate the business requirements and impacts to product team
Should have solid experience in managing the customer relationship and sentiment
Will be responsible for overall region’s all KPI’s and driving success for the regional support team
Work closely with the architecture and security teams to define and implement enterprise grade operations and support practices

BA/BS degree in Computer Science/engineering or related field
10+ years of hands-on technical experience along with strong management and communication skills
Deep understanding and experience working with modern Cloud Service
Providers i.e. Microsoft Azure, AWS OR Google Cloud.
Experience operating and supporting a large scale SaaS platform, and applications footprint
Experience running a world class Operations organization and managed on-call 24x7 rotation teams, to serve global customers
Experience building, scaling & monitoring infrastructure needed for SaaS based application and services.
Experience in creating a strong and passionate operations & support culture that is customer focused and quality driven.
Proficiency with log monitoring & analytics tools – Datadog, Dynatrace, Pagerduty, ELK stacks etc.
Prior experience working in a globally distributed organization