About the Company

RippleHire is an award-winning recruiting platform, made in India for the world. They build products that make recruiting effortless, human and delightful.

Why Join Us

- Build and lead the support function in a fast-growing environment
- Work with AI-driven support technologies
- Collaborate with cross-functional teams to improve product intelligence
- Competitive compensation and growth opportunities

Key Responsibilities

- Lead and manage the technical support team to resolve customer issues on time and effectively
- Set up support processes that improve response times, resolution rates and customer satisfaction
- Help the team investigate complex technical issues quickly
- Act as the escalation point for complex customer issues, troubleshoot technical problems, and coordinate with engineering when needed
- Build metrics and reporting frameworks to track support performance, customer feedback and operational efficiency
- Work with Customer Success, Product and Engineering to address recurring issues and drive product improvements
- Build a customer-first culture across every interaction
- Lead knowledge management: FAQs, help center content and internal documentation to improve self-service
- Recruit, train and mentor the team to build a high-performing support function

Must-Have Skills





- 8–10 years in technical support, including 2+ years in a leadership role at a SaaS or enterprise technology company
- Experience setting up and scaling a technical support function (preferred)
- Technical knowledge of backend database structure, SQL, system integrations, APIs and web services
- Understanding of system architecture for troubleshooting
- Robust problem-solving, escalation handling and critical incident management
- Experience setting up support processes, SLAs and automation tools
- Familiarity with ticketing systems, troubleshooting methods and cloud-based SaaS applications
- Stakeholder management and cross-functional work with Product and Engineering
- Experience leading customer-facing teams and coaching support engineers
- Excellent communication, with the ability to explain technical issues in simple, customer-friendly language
- Experience with AI-driven support tools and automation
- Use of support metrics and trend analysis to influence product roadmaps and prevent escalations

Good-to-Have Skills

- Knowledge of Applicant Tracking Systems (ATS) or HR Tech platforms (a strong advantage)
- Exposure to ITIL processes or ITIL certification

📌 Support Manager (Mumbai)
🏢 TRAMPOLINE TECH PRIVATE
📍 Mumbai