Must-Have Requirements
8+ years of total experience
3+ years of people management / team leadership experience
Experience managing technical and non-technical support teams
Strong exposure to Saa S products (AI product experience is a plus)
Comfortable handling escalations and customer-facing technical issues
Experience building and improving support processes, SLAs, KPIs, and customer satisfaction metrics
Proven track record of automation and operational efficiency improvements
Technical Requirements
Positive working knowledge of:
Python (automation, scripting)
SQL
React.js (frontend understanding)
Mongo DB
Backend debugging and troubleshooting
API troubleshooting and system analysis
Leadership Requirements
Team hiring, mentoring, and performance management
Coaching support engineers
Cross-functional collaboration with Product and Engineering teams
Process design and workflow optimization
Data-driven decision making using support metrics
Preferred Background
Saa S company experience
AI/Gen AI product support experience
Experience handling high ticket volumes
Knowledge base and support tooling ownership
Automation-first mindset

📌 Site reliability engineer (Bengaluru)
🏢 Recro
📍 Bengaluru