Manager - Global Customer Support Engineering

1 week ago

Bengaluru, Karnataka, India Fivetran Full time ₹ 12,00,000 - ₹ 36,00,000 per year

About the Role

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 — all the way from working directly with customers and your team, to working on strategic initiatives to improve our overall support operation and the improvement of the product we sell to our customers.

This is a full-time position based out of our Bangalore office. This is a manager role working in Fixed Shift timings from 7 pm to 4 am, 5 days a week with optional 24x7 rotation as needed by business.

Technologies You'll Use

  • Experience in working and managing  with Java applications Support, Database support, API Support

What You'll Do

  • 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 OKR's (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

Skills We're Looking For

  • Exp : 10+ yrs
  • 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.
  • Candidate should have knowledge of Core Java, SQL, API, Cloud Platforms (e.g., AWS, Azure, GCP), basic networking, and Linux commands. should be proficient in creating visualisations and dashboards. preferably exp in web apps
  • 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 

#LI-DB1

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