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 Engineering, Product, and Customer Success to drive resolution.
- Track and improve CSAT, NPS, first response time, time to resolution, backlog health, and SLA adherence.
- Build and maintain strong relationships with key enterprise customers during escalations and reviews.

Drive continuous improvement

- Analyze ticket trends and share customer insights and product feedback with Product and Engineering to reduce recurring issues.
- Define and report support metrics and dashboards to leadership.
- Evaluate and adopt automation and AI-assisted support to improve efficiency and customer experience.

Cross-functional collaboration

- Partner with Engineering, QA, Product, Sales Engineering, Professional Services, and Customer Success on releases, bug triage, and customer readiness.
- Contribute to product documentation, release notes, and support training for new features.

Qualifications

Required

- 10–15 years of experience in technical customer support, with at least 4–5 years in a people management or leadership role.




- Proven experience building a support team from scratch : hiring, defining processes, selecting tools, and scaling operations.
- Demonstrated experience supporting a global enterprise customer base across multiple regions, with the ability to work flexible hours across time zones as needed.
- Experience managing international or distributed teams , with strong cross-cultural communication skills.
- Strong technical foundation : understanding of SaaS and cloud platforms (AWS, Azure, GCP), APIs, networking, identity and access concepts, databases, and troubleshooting methodologies.
- Hands-on experience with support platforms (e.g., Zendesk, Salesforce Service Cloud, Jira) and support analytics.
- Strong command of support metrics and operations (SLA management, escalation management, capacity planning, QBRs).
- Excellent written and verbal communication, with the ability to engage customers at technical and executive levels.
- Bachelor’s degree in engineering, Computer Science, or a related field (or equivalent experience).

Preferred (added advantage)

- Exposure to data security, cybersecurity, or Data Security Posture Management (DSPM) , including data discovery and classification, data loss prevention, compliance, and risk management.
- Experience supporting security or data protection products in regulated, enterprise environments.
- Familiarity with compliance frameworks (SOC 2, ISO 27001, GDPR, HIPAA, PCI DSS).
- Experience in a high-growth startup or scale-up environment.
- Experience implementing AI/automation in support workflows.
- Relevant certifications (e.g., ITIL, cloud or security certifications).

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