About the Role

Hakimo is seeking a Customer Support Manager to lead our Bengaluru-based Customer Support Engineering team. This person will manage a team of Customer Support Engineers responsible for technical troubleshooting, issue resolution, customer escalations, and support related to the Hakimo AI SaaS platform and its integrations with customers physical security systems.

This role is both customer-facing and team-facing. You will work closely with Customer Success, Sales, Engineering, Support Operations, and customers to ensure support requests are handled with urgency, quality, and clear communication. This role reports to the Head of Engineering and Support Operations and is hybrid, with an expectation of working from the Bengaluru office 2-3 days per week.

What Youll Do

- Lead, manage, coach, and develop a Bengaluru-based team of Customer Support Engineers.
- Own day-to-day support operations, including ticket triage, prioritization, escalation management, and resolution quality.
- Engage directly with customers, including US-based customers and stakeholders, on support asks, escalations, technical issues, and resolution updates.
- Partner closely with Customer Success, Sales, Engineering, Product, and Support Operations to resolve customer issues and improve the support experience.
- Monitor key support metrics such as response times, resolution times, backlog, escalation volume, customer satisfaction, and recurring issue trends.
- Improve support processes, documentation standards, escalation workflows, knowledge base content, and internal playbooks.
- Drive clear root cause analysis, short-term fixes, and long-term fixes for critical or recurring customer issues.
- Maintain strong communication and alignment with US-based stakeholders,



including partial overlap with US working hours as needed.

What Youll Bring

- 5+ years of experience in technical support, customer support, support engineering, customer operations, or a similar customer-facing technical role.
- 2+ years of experience leading or managing a customer support, technical support, support engineering, or customer operations team.
- Mandatory experience working with US customers, US-based teams, or US-based business stakeholders.
- Strong people management skills, including coaching, prioritization, performance management, and team development.
- Experience managing technical escalations and communicating clearly with customers during high-priority support situations.
- Strong written and verbal communication skills, with the ability to communicate effectively with technical and non-technical audiences.
- Experience working cross-functionally with Customer Success, Sales, Engineering, Product, and Operations teams.
- Familiarity with ticketing systems such as Zendesk or similar tools, including ticket queues, SLAs, escalation processes, reporting, and customer communication standards.
- Technical understanding of networking concepts such as TCP/IP, UDP, TLS, DNS, HTTP, DHCP, Routers, Switches, NAT, VLANs, and L2 devices is preferred.
- Understanding of physical security systems such as IP Cameras, NVRs, video resolutions, ONVIF, RTSP, and access control systems is preferred.
- Ability to operate in a fast-paced startup environment with strong ownership, follow-through, attention to detail, and customer focus.

Perks

- Competitive salary and equity options
- Health plans similar to large SaaS companies
- Flexible work arrangements
- Opportunities for learning, growth, and professional development
- Opportunity to help build and scale the customer support function at a fast-growing AI company.

📌 Customer Support Manager (Bengaluru)
🏢 Hakimo
📍 Bengaluru