Technical Support Manager

Technical Support Manager

A high-growth, VC-backed SaaS company hiring its founding India technical support team

Location: Remote (India)

The queue you would inherit

A high-growth, venture-backed SaaS company is hiring its founding India technical support team and has partnered with Flexiple for the search. The product is used by mid-market and enterprise customers across time zones, and until now every technical escalation has landed on the founding engineers. You are the first person hired to own that queue end to end. Flexiple is a managed marketplace that helps global companies build high-performing teams and GCCs in India.

The seat you are building

As Technical Support Manager, you will build and run the support function from close to zero, setting up the queue, writing the playbooks, and hiring the first few engineers who will report to you.

Where the week actually goes

• Triage and resolve the technical escalations that are too complex for tier-one
• Set up ticketing, SLAs, and a knowledge base where none exist today
• Hire, train, and manage the first cohort of support engineers
• Work directly with engineering on recurring bugs and product gaps surfaced by customers
• Report support health and trends to the founding team every week

What gets you shortlisted

• 2 to 6 years in technical support, solutions engineering, or a similar customer-facing technical role, with at least a year managing or mentoring others
• Comfort reading logs, APIs, and basic SQL well enough to separate a product bug from a usage question
• A track record of building support process where little existed before
• Clear written English and the discipline to work with minimal oversight

Nice signals, not requirements

• Experience supporting a B2B SaaS product used by customers in the US or Europe
• Familiarity with tools such as Zendesk, Intercom, or Freshdesk
• Comfort with a few hours of overlap with US time zones

Why this is worth doing now

• A genuine founding seat in a support function that does not exist yet
• Remote-first, pan-India hiring with a long-term placement
• Direct access to the founding team and real influence over the product roadmap

The process

HR Screening → Take-home Troubleshooting Assignment → Founder Round → Culture Fit

This posting is also being used to shortlist candidates for other technical support roles Flexiple is filling right now, so one application keeps you in the running for more than this seat.