Hi all,

We have an urgent opportunity for the position of Service Support Manager(Contract)

Note-Candidate should be available for Face to Face discussion for 11th August.

Job Title : Service Support Manager

Location City : Noida

Experience Required : 1 to 3 Year(s)

Work Mode: Hybrid

Position Type: Contract

Interested candidates are invited to submit their resume at [email protected]/ 8856-887100

Company Name: VARITE INDIA PRIVATE LIMITED

About The Client: An American multinational computer software company incorporated in Delaware and headquartered in San Jose, California. They specialize in software for creating and publishing a wide range of content, including graphics, photography, illustration, animation, multimedia/video, motion pictures, and print.

About The Job:

- This position is intended for contingent/vendor workers supporting the SSM organization. The role follows SSM as a Service (SSMaaS) operating model and is governed by the scope and responsibilities outlined for vendor engagements*.*
- The Support Service Manager (SSM) is a customer-facing role within Ultimate Support organization, responsible for delivering proactive support coordination through the SSM as a Service (SSMaaS) model.
- Rather than supporting a fixed portfolio of accounts, SSMs engage on demand through automated triggers and requests from Technical Account Managers (TAMs), Customer Success Managers (CSMs), and Support teams. Their primary focus is to coordinate complex support engagements, manage critical escalations, and ensure timely customer communication throughout the issue lifecycle.
- The SSM partners closely with Support Delivery, Engineering, TAMs, CSMs, and customer stakeholders to improve support outcomes while maintaining a consistent and scalable customer experience.

Essential Job Functions:

- Coordinate customer support engagements initiated through automated triggers or stakeholder requests.
- Manage high-priority support cases and escalations (P1/P2),



ensuring appropriate prioritization, communication, and timely progression toward resolution.
- Partner with Support Engineers, Engineering, TAMs, and CSMs to facilitate issue resolution and maintain customer transparency.
- Drive customer communications during active support engagements and escalations.
- Support TAM-led service reviews by providing case trends, escalation insights, and support health data.
- Contribute to post-incident activities, including Root Cause Analysis (RCA) coordination and customer-facing communications where applicable.
- Build effective working relationships across Customer Engineering, Support Delivery, Sales, Customer Success, and Consulting teams.

A successful SSM:
- Delivers an exceptional support experience through effective coordination and communication.
- Manages multiple concurrent customer engagements while maintaining appropriate prioritization.
- Builds trusted relationships with customers and internal stakeholders.
- Demonstrates ownership during critical customer situations and drives issues to timely resolution.
- Collaborates effectively across global teams to improve customer outcomes.

Qualifications: Skills & Experience

- Experience supporting Enterprise SaaS customers or managing complex technical support engagements.
- Strong communication and stakeholder management skills, including executive-level customer interactions.
- Ability to coordinate cross-functional teams during critical customer situations.
- Familiarity with CRM, Jira, Slack, and support collaboration tools.
- Knowledge of ITIL, incident management, or customer success practices is preferred.




- Comfortable working within a pooled, demand-based support model covering US business hours across ESTPST.
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field (preferred).
- Experience supporting enterprise customers in a technical support or customer success environment.
- Strong organizational skills with the ability to prioritize multiple concurrent engagements.
- Excellent written and verbal communication skills.

How to Apply: Interested candidates are invited to submit their resume at [email protected]/ 8856-887100 About VARITE: VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA. VARITE is currently a primary and direct vendor to the leading corporations in the verticals of Networking, Cloud Infrastructure, Hardware and Software, Digital Marketing and Media Solutions, Clinical Diagnostics, Utilities, Gaming and Entertainment, and Financial Services.

Equal Opportunity Employer: VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, or disability status.

Unlock Rewards: Refer Candidates and Earn.

If you're not available or interested in this opportunity, please pass this along to anyone in your network who might be a valuable fit and interested in our open positions. VARITE offers a Candidate Referral program, where you'll receive a one-time referral bonus based on the following scale if the referred candidate completes a three-month assignment with VARITE.

Exp Req - Referral Bonus

0 - 2 Yrs. - INR 5,000

2 - 6 Yrs. - INR 7,500

6 + Yrs. - INR 10,000

📌 Service Support Manager (Noida)
🏢 VARITE
📍 Noida