Key Responsibilities: Team Leadership & Development:

- Empower and mentor the Support team, aligning their roles with talents and career stages.
- Foster a healthy, motivated, and collaborative culture within the team.
- Manage hiring, training, and professional development of Customer Support Engineers.
- Lead by example and drive ownership of customer issues across the team.

Support Operations Management

- Oversee day-to-day support operations, including shift management, scheduling, and ensuring adequate 24x7x365 coverage.
- Define, implement, and maintain standard operating procedures (SOPs) for the Support team.
- Manage escalations effectively to achieve high CSAT/NPS scores.
- Align with organizational leaders to execute objectives and key results (OKRs) for team performance.

Process Improvement & Strategy:

- Develop and execute strategies for continuous improvement of Support team SLAs.
- Collaborate with Engineering and Product teams to address customer issues and feedback.




- Produce regular reports to demonstrate team effectiveness and support decision-making.
- Define support processes that enable the team to scale with business growth.

Technical Expertise & Tools:

- Oversee support for Java applications, APIs, databases, and cloud platforms.
- Utilize SQL, Shell scripting, and basic networking knowledge for troubleshooting and reporting.
- Create visualizations and dashboards to monitor team performance and operational metrics.
- Apply knowledge of Core Java, Linux commands, web applications, and cloud platforms (AWS, Azure, GCP) in support processes.

Customer Engagement

- Maintain empathy and professionalism while managing escalations and complex customer issues.
- Ensure timely resolution of customer concerns in a quick-paced, high-growth environment.
- Build strong communication channels between Support, Engineering, and Product teams.

📌 Manager - Global Customer Support Engineering (Bengaluru)
🏢 Fivetran
📍 Bengaluru