Manager - Software Support

Roles and Responsibilities :

As a Manager - Software Support, you will lead a team of technical support professionals who provide unmatched support to our customers across product lines and sites. This position requires a strong customer focus as well as demonstrated management, advanced technical skills and strong leadership skills. You will use your astute observational powers and analytical skills to identify inefficiencies and relentlessly pursue the path of continuous improvement to drive customer happiness.

You will love it here if you have a bias towards action, enjoy solving problems for customers and want to be part of defining what the future of automation in warehouses will look like.

What you will be doing :

• Take ownership to drive customer experience by ensuring customer support metrics and SLAs are achieved
• Manage a 24/7 team and provide an environment of continuous improvement and professional growth
• Help evaluate, recommend, implement, and maintain customer support and service applications and tools
• Streamline and automate processes that improve customer satisfaction and drive operational efficiencies
• Foster team expertise to minimize reliance on Engineering, empowering the team to handle challenges independently and effectively
• Review RCAs for incidents, release proactive service advisories and drive a continuous improvement roadmap
• Maintain an effective feedback loop with Product and Engineering teams to improve service delivery

What you should have:

• Graduate with 7+ years of experience in technical support or contact center domain, including 3+ years as people manager in product support
• Experience of managing offshore support teams and vendors for enterprise client support
• Experience driving process and cultural changes to deliver a truly world class support
• Possess hands-on experience with Linux, PostgreSQL, Python scripts, and GCP. Knowledge of JavaScript and Erlang is a valuable added advantage