Manager - Global Customer Support Engineering

Key Responsibilities:

Team Leadership & Development:

• Empower and mentor the Support team, aligning their roles with talents and career stages.
• Foster a healthy, motivated, and collaborative culture within the team.
• Manage hiring, training, and professional development of Customer Support Engineers.
• Lead by example and drive ownership of customer issues across the team.

Support Operations Management:

• Oversee day-to-day support operations, including shift management, scheduling, and ensuring adequate 24x7x365 coverage.
• Define, implement, and maintain standard operating procedures (SOPs) for the Support team.
• Manage escalations effectively to achieve high CSAT/NPS scores.
• Align with organizational leaders to execute objectives and key results (OKRs) for team performance.

Process Improvement & Strategy:

• Develop and execute strategies for continuous improvement of Support team SLAs.
• Collaborate with Engineering and Product teams to address customer issues and feedback.
• Produce regular reports to demonstrate team effectiveness and support decision-making.
• Define support processes that enable the team to scale with business growth.

Technical Expertise & Tools:

• Oversee support for Java applications, APIs, databases, and cloud platforms.
• Utilize SQL, Shell scripting, and basic networking knowledge for troubleshooting and reporting.
• Create visualizations and dashboards to monitor team performance and operational metrics.
• Apply knowledge of Core Java, Linux commands, web applications, and cloud platforms (AWS, Azure, GCP) in support processes.

Customer Engagement:

• Maintain empathy and professionalism while managing escalations and complex customer issues.
• Ensure timely resolution of customer concerns in a fast-paced, high-growth environment.
• Build strong communication channels between Support, Engineering, and Product teams.