Manager, Customer Support
Company: Concentric AI
Function: Customer Support / Customer Success
Location: Bengaluru / Hybrid
Employment type: Full time

About Concentric AI
Concentric AI is a leading provider of AI-driven data security and Data Security Posture Management (DSPM). Our Semantic Intelligence™ platform helps enterprises discover, classify, and protect sensitive data across cloud and on-premises environments, without relying on complex rules or regex. We serve a growing global customer base, and we are building a world-class support organization to match.

The Role
We are looking for a hands-on leader to build our Customer Support organization from the ground up. As the first Manager, Customer Support, you will define the support strategy, hire and develop the team, establish processes and tooling, and own the customer support experience for a global base of enterprise customers. You will start as a player-coach, shaping the foundation, and grow into a leader of a multi-region team.

Key Responsibilities
Build and lead the team
• Design the support organization structure,



roles, career paths, and hiring plan (Tier 1 and escalation engineering liaison).
• Recruit, onboard, coach, and retain a high-performing team, including international team members across regions.
• Establish a culture of customer empathy, ownership, technical curiosity, and continuous learning.

Establish support operations from scratch
• Define and implement support processes: ticket triage, prioritization, escalation, incident and major-issue management, and RCA.
• Set up and optimize the support tech stack (ticketing/CRM, knowledge base, telephony, monitoring, reporting).
• Create SLAs/SLOs, support tiers, and service-level policies aligned with enterprise customer expectations.
• Build a robust knowledge base, runbooks, and self-service resources to drive case deflection.

Own customer outcomes
• Serve as the senior escalation point for critical customer issues, partnering with Engi

📌 Customer Support Manager (Bengaluru)
🏢 Concentric AI
📍 Bengaluru