Company Description
Velotic™ is a leading independent industrial software company providing data‑driven solutions that improve manufacturing efficiency, productivity, and operational insight. Serving customers across manufacturing, oil & gas, utilities, and infrastructure, the company generates more than $300 million in revenue. Velotic’s portfolio, anchored by Proficy, Kepware, and ThingWorx, supports the growing data and performance requirements of industrial operators globally, with an emphasis on AI‑enabled manufacturing and industrial software.
Job Description
ROLE SUMMARY
We are seeking a highly experienced, strategic, and hands-on Manager with at least 10 years of deep expertise in engineering customer support, escalation management, and customer relations.
In this role, you will be the leader of the Engineering teams for one of the SCADA/HMI products which is a key revenue driver within Velotic. You will lead and scale a high-performing engineering team with focus on customer triage, system trouble shooting, customer support, establish robust defect triage,



escalation frameworks, and build robust, high-trust relationships with customers and key stake holders. You will bridge the gap between our customers, support engineers, product managers, and software developers to ensure rapid issue resolution and high product reliability.
1. Team Leadership & Operations Management
Lead, mentor, and scale a multi-tiered engineering support team to deliver exceptional service level agreements (SLAs).
Establish operational KPIs and metrics (e.g., First Response Time, Mean Time to Resolution, Backlog Health, Escalation Rate) and drive continuous process improvements.
Manage shift rotations, resource planning across different geographies and time zones.
Build a culture of accountability, continuous learning, and customer-first empathy within the team.
2. Defect Flow, Triage & Engineering Collaboration
Own and optimize the end-to-end defect triage lifecycle from customer repo

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