Senior Customer Technical Manager

Responsibilities

• Own the portfolio of worldwide eGain customers as the primary technical point of contact
• Drive the timely resolution and escalation of all customer issues and enhancements coordinating across Support, Services, Engineering, and Product
• Coach and guide Customer Technical Analysts on customer issue tracking, escalation handling, and technical communication
• Track and identify adoption gaps
• Collaborate with cross functional teams to address adoption gaps and resolve systemic issues affecting multiple customers

Education and Experience

• Bachelors degree in a STEM discipline
• 5 to 8 years in a technical customer-facing role (Technical Support, Technical Account Management, Solutions Engineering, or Professional Services)
• Strong working knowledge of AI Technology Solutions, APIs, and integration patterns
• Proven track record of owning and resolving high-severity customer escalations
• Demonstrated ability to mentor or coach peers

Interview Process:
This will be a one-day interview process, and all rounds will be qualifying in nature and will be conducted from Kalyani Nagar, Office.

Round 1 - Communication Test (C2/C1 level expected) - 20 minutes

Round 2 Aptitude Test – 45–60 minutes

Round 3 – Technical Test – 1.5 hours

Round 4 – Technical Interview (Face-to-Face) – 1 hour