Senior Manager - Technical Support

About the Role

We are looking for a Manager – Technical Support (Elite Customers) who will own the end-to-end support experience for a portfolio of high-value enterprise customers. These customers run business-critical operations on our platform and require high responsiveness, professionalism, and proactive engagement.

This role goes beyond traditional ticket management. The manager will act as the operational face of the organization for enterprise support, ensuring reliability, accountability, and customer confidence in the platform. The success of this role will directly impact customer satisfaction, platform adoption, and retention (churn prevention).

You will lead a dedicated support POD consisting of senior support engineers handling critical customers where service quality and response time are extremely important.

What You Will Ow

n
Enterprise Customer Support Ownersh

• ipOwn the overall support experience for assigned enterprise account
• s.Ensure high responsiveness and structured communication during incident
• s.Build customer confidence through professional engagement and proactive update
• s.Handle demanding customers and difficult situations with maturity and accountabilit
• y.Act as the operational point of contact during escalations and critical incident

s.Incident & Escalation Manageme

• ntServe as the escalation owner for Severity-1 and Severity-2 issue
• s.Lead incident bridges and coordinate across Product, Engineering, DevOps, and Infra team
• s.Provide clear customer communication, including impact articulation, workaround, and ET
• A.Drive faster restoration of service during outages or partial degradatio
• n.Conduct post-incident reviews (RCA) and ensure preventive actions are implemente

d.Responsiveness & Service Quali

• tyEnsure strict adherence to response and resolution SLA
• s.Drive first-response quality, communication quality, and customer handling standard
• s.Monitor support performance across first response time, update frequency, resolution time, and escalation handlin
• g.Implement structured follow-ups and proactive updates for critical ticket

s.Customer Retention & Risk Manageme

• ntIdentify churn signals: repeated escalations, recurring issues, dissatisfaction, low adoptio
• n.Work closely with Customer Success / Account Management teams on at-risk account
• s.Conduct service review discussions for key customers when neede
• d.Build recovery plans for escalated or unhappy customer
• s.Improve customer confidence after incident

s.Team Leadership & POD Manageme

• ntLead and mentor a team of Technical Support Engineer
• s.Drive accountability, ownership, and professional customer handlin
• g.Ensure engineers understand business impact, not just technical resolutio
• n.Manage manpower planning, shift coverage, on-call rotations, performance management, training & coachin

g.Operational Excellence & Continuous Improveme

• ntImprove support workflows, ticket triaging, and escalation processe
• s.Reduce repeat issues through problem management and engineering feedbac
• k.Build and maintain runbooks and troubleshooting playbook
• s.Introduce automation and AI-driven support efficiency where applicabl
• e.Drive documentation and knowledge management across the tea

m.Cross-Functional Collaborati

• onPartner with Product, Engineering, and Professional Services teams to resolve customer issues faste
• r.Represent customer pain points internally and push for platform improvement
• s.Participate in internal reviews and leadership discussions on support performance and reliabilit

y.
Required Skills & Experie

• nce10–12 years experience in Technical Support / Customer Support / Production Support in SaaS, CCaaS, Telecom, or Enterprise Software environmen
• ts.5+ years of experience managing a technical support te
• am.Experience handling enterprise or high-value custome
• rs.Strong incident management and escalation handling experien
• ce.Ability to manage high-pressure customer situations and critical outag
• es.Excellent written and verbal communication skills (customer-facing maturity is mandator
• y).Strong understanding of APIs, networking concepts, Linux/Unix, databases, and application troubleshooti
• ng.Experience coordinating with Engineering and Product tea
• ms.Ability to manage multiple priorities simultaneous

ly.
What Will Make You Successful in This

• RoleYou remain calm and structured during outa
• ges.You can handle aggressive customers professiona
• lly.You understand business impact, not just technical fi
• xes.You focus on prevention, not only resolut
• ion.You build customer trust after incide

nts.
Key Performance Indicators (

• KPIs)SLA adherence (Response & Resolu
• tion)Customer satisfaction (CSAT / feed
• back)Escalation redu
• ctionIncident communication qu
• alityRepeat issue redu
• ctionEnterprise customer retention / churn risk redu