Manager - Global Customer Support Engineering
ConfidentialBengaluru / Bangalore12 days ago
Job descriptionOversee 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. 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. 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. 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.
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 :
Process Improvement & Strategy :
Technical Expertise & Tools :
Customer Engagement :
Skills Required
Core Java, Process Improvement, Sql, Shell Scripting
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Engineering Manager • Bengaluru / Bangalore
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