ABOUT THE ROLE

Motadata builds enterprise software across Observability, AIOps, IT Service Management (ITSM), and infrastructure monitoring. As we advance our Motadata 2.0 transformation, we are looking for a customer-focused technical leader to strengthen global support, improve customer trust, and build a culture of ownership, urgency, and continuous improvement.

Mission: Transform support from a reactive ticket-handling function into a technically robust, accountable, and proactive customer experience organization.

KEY RESPONSIBILITIES

- Lead global 24×7 support: Own support operations across time zones, shift handovers, SLAs, backlog health, escalations,

and major incident communications.
- Lead from the front: Join critical customer bridges, guide complex investigations, and work directly with engineers when thesituation demands it.
- Drive technical resolution: Lead troubleshooting across Observability, AIOps, ITSM, network/infrastructure monitoring, Linux,

networking, databases, APIs, integrations, and distributed systems.
- Own customer outcomes: Ensure clear updates, realistic commitments, end-to-end issue ownership, and follow-through until the customer impact is addressed.
- Improve product quality: Drive evidence-based RCAs, prevent repeat incidents, and turn recurring customer pain points into actionable feedback for Product, Engineering, QA, and Delivery.
- Build a high-performance team: Develop technical depth, accountability, coaching, escalation judgment, and leadership capability; address persistent performance gaps.
- Scale through AI and automation: Improve triage, diagnostics, knowledge reuse, and repetitive workflows to raise productivity without defaulting to additional headcount.

ROLE PROFILE & SUCCESS MEASURES

- 15+ years in enterprise software support, technical operations, customer engineering, or a closely related function, including substantial team/operations leadership.




- Hands-on experience in a software/product company with 300+ employees; experience scaling or transforming support in a growing organization is strongly preferred.
- Proven ownership of international 24×7 support for enterprise customers, including major incidents and high-pressure escalations.
- Strong domain knowledge in one or more of Observability, AIOps, ITSM, NMS, infrastructure monitoring, or enterprise IT operations.
- Able to guide technical investigations involving Linux, networking, logs, metrics, databases, APIs, integrations, and performance issues; comfortable discussing evidence and root cause with Engineering.
- Experience with SLAs, CSAT, backlog management, incident/problem management, knowledge management, and cross-functional product feedback.

LEADERSHIP BEHAVOUIRS WE VALUE

- Urgency with judgment: Moves quickly, makes decisions with available evidence, and communicates risks honestly.
- Ground-level ownership: Willingly gets into logs, customer calls, and troubleshooting; does not lead only through dashboards and meetings.
- Resourcefulness: Uses automation, AI, better workflows, and team capability to improve outcomes with existing resources.
- Accountability without blame: Challenges delays and weak execution respectfully; brings teams together around customer impact.
- Customer empathy and integrity: Communicates transparently, owns mistakes, and never hides behind process or team boundaries.

HOW SUCCESS WILL BE MEASURED

- Improved SLA performance, customer satisfaction, and quality of customer communication.
- Faster handling of critical incidents; fewer aged escalations and avoidable handoffs.
- Higher-quality RCAs and a measurable reduction in recurring issues.
- Stronger frontline troubleshooting and fewer avoidable escalations to Engineering.
- Improved team capability, knowledge reuse, and productivity through automation and AI.

This is not a ticket-monitoring role. We need a hands-on leader who can transform the support experience, earn customer trust, and improve the organization while delivering results

📌 Head - Technical Support & Customer Experience (Ahmedabad)
🏢 Motadata
📍 Ahmedabad