Role & responsibilities

- Overall 10+ years of software industry experience, with a minimum of 5+ years in customer support or technical support leadership, ideally within a SaaS or software setting.
- Demonstrated experience applying AI or automation within a support or service organization, such as AI assisted triage, chatbots, or self service deflection, is required.
- Strong troubleshooting and case resolution skills, with the ability to personally handle complex tickets alongside leading a team.
- Strong stakeholder management and communication skills, comfortable engaging Product, Development, and Professional Services teams.
- Experience managing distributed, cross regional support teams, including matrixed or dotted line reporting structures.




- Hands on experience configuring and administering Zendesk (or a comparable ticketing platform) to support team workflows, automations, and reporting.
- Working knowledge of Jira for cross functional issue tracking, escalation management, and collaboration with Product and Development.
- Data driven approach, comfortable using SLA, CSAT, and ticket metrics to guide coaching and process improvements, and to report outcomes with clear accountability.
- Fluent in English, both written and spoken; additional languages are a plus.

Preferred candidate profile

📌 Customer Support Manager (Hyderabad)
🏢 Nemetschek
📍 Hyderabad