Associate Director

Associate Director, Solutions Engineering

Location: Bengaluru, India

Reports To: Senior Director, Solutions Engineering

About MoEngage

MoEngage is an insights-led customer engagement platform, trusted by 1,200+ global consumer brands. As a Great Place to Work Company we are a young, fast-paced and intelligent customer engagement platform that fosters a culture of innovation, ownership, freedom, and fun while building future-ready technology products. Sitting at a conflux of diverse technologies like Artificial Intelligence, Big Data, Web & Mobile platforms, MoEngage technology analyzes billions of data points generated by customers and their devices in order to predict their behavior and engage them at every touchpoint throughout their lifecycle with personalized communication.

In just ten years since our inception, we have worked with leading Fortune 500 brands such as Deutsche Telekom, Samsung, Ally Financial, Vodafone, and McAfee along with internet-first brands such as Flipkart, Ola, OYO, Bigbasket, and Sharechat, with a global presence that encompasses 35 countries. We currently have offices in San Francisco, Boston, London, Dubai, Ho Chi Minh city, Bangkok, Kuala Lumpur, Singapore, Sydney, Vietnam, Berlin, Jakarta, and Bengaluru.

Position Overview:

We are looking for a dynamic and experienced leader to lead a segment of our technical support function at MoEngage. As an Associate Director, you will play a pivotal role in shaping and evolving the support strategy, while managing a talented team of professionals. The ideal candidate will possess a strong background in technical support management, an innovative mindset, and the ability to drive improvements in customer satisfaction and team efficiency. You should have a long-term vision for scaling support capabilities, incorporating AI/ML technologies, and building a world-class support team.

Key Responsibilities:

1. Team Leadership & Development:

Lead, mentor, and manage a team of 25+ support professionals, including 2 managers who report directly to you. Hire and build a high-performing team to support MoEngage's global customers.

1. Operational Efficiency:

Elevate the efficiency of the tech support team by optimizing processes, implementing best practices, and introducing innovative solutions. Ensure that the team is equipped to deliver outstanding support in line with MoEngage's customer-first philosophy.

1. AI/ML Integration:

Integrate Artificial Intelligence and Machine Learning capabilities into the support ecosystem to enhance automation, improve customer satisfaction, and drive efficiency. Stay ahead of industry trends and leverage technology to build smarter support systems.

1. Customer Experience:

Focus on delivering exceptional customer service by refining existing support processes, minimizing response times, and ensuring that all technical issues are resolved promptly and effectively.

1. Collaboration with Product & Engineering Teams:

Work closely with the Product and Engineering teams to understand product changes, new features, and the technical challenges faced by customers. Use this knowledge to proactively identify potential support issues and implement solutions.

1. Global Perspective:

You will be responsible for ensuring consistent and high-quality support across MoEngage's global customer base. You'll help tailor support strategies to meet regional and customer-specific needs.

Desired Skills & Qualifications:

15+ years total experience with a minimum of 7+ years of experience leading/managing technical support queues and leading managers in the past.

Proven experience in a senior leadership role within a technical support function, ideally in a SaaS or technology company.

Strong expertise in building and scaling technical support teams, with a focus on driving performance and efficiency.

Demonstrated experience in envisioning and executing long-term strategies for the evolution of tech support.

Ability to incorporate AI/ML into the support ecosystem and leverage emerging technologies to enhance the customer experience.

Excellent problem-solving skills and the ability to navigate complex technical challenges.

Strong leadership skills with the ability to inspire, mentor, and develop high-performing teams.

Exceptional communication and interpersonal skills, with the ability to collaborate effectively across multiple teams and with senior leadership.

Prior experience in managing large, diverse teams in a high-growth environment.

Experience interacting directly with customers in a technical context.

Superior communication and interpersonal skills.

An innate desire to provide amazing customer experiences, with an ability to learn new technologies quickly.

Why MoEngage?

At MoEngage, we offer an exciting and dynamic work environment where innovation is at the core of everything we do. As part of a global, fast-growing company, you will have the opportunity to shape the future of tech support, work with cutting-edge technologies, and build a high-performing team. We are committed to providing opportunities for professional growth, continuous learning, and career development.

If you are a visionary leader who thrives on challenge and innovation, and if you're passionate about elevating customer experiences through exceptional support, we would love to hear from you