Manager, Technical Support Engineering (API)

Manager, API Support

Overview

We are looking for a Support Manager to lead, mentor, and support our technical support teams in the India region, ensuring they provide world-class service to our customers. This role involves close collaboration with Regional Managers (RMs) and is a great opportunity for a Team Lead eager to develop their leadership and management skills while continuing their technical growth.

The ideal candidate should have a strong technical background, experience in supporting cloud computing APIs and SDKs, and prior experience in leadership or mentoring.

Responsibilities

• Lead and manage a team of Support Engineers, including generalists, specialists, and experts.
• Oversee career development, performance reviews, and OKR tracking for team members.
• Handle customer escalations, coordinating communication between Support Engineers, Sales, internal teams, and customers.
• Assist Regional Managers with scheduling, customer/internal tickets, and workload distribution.
• Identify opportunities to improve processes, documentation, and support quality, working with Support Operations and Management to implement changes.
• Analyze and enhance regional team performance, organization, and reporting, collaborating with RMs to implement improvements.
• Lead and contribute to key projects.
• Create and review documentation to ensure knowledge-sharing and process clarity.
• Work with RMs to identify knowledge gaps and conduct quality reviews of tickets.
• Organize team learning sessions, including process reviews, training, and ticket reviews.
• Support hiring efforts alongside the RMs.
• Act as a backup for RMs when needed, including scheduling, incident management, decision-making, and handling escalations.
• Work flexible hours to support teams across different regions.

Required Skills

• 1+ years of experience in team leadership within Technical Support or related fields.
• Strong analytical thinking and problem-solving skills with intellectual curiosity.
• Excellent communication and interpersonal skills.
• Proven ability to troubleshoot and resolve complex customer technical issues.
• 2+ years of experience in enterprise technical support.
• 2+ years of experience with CPaaS platforms or other related cloud management platforms.

Preferred (Nice-to-Have) Skills

• 10+ years of technical support experience, with at least 1 year in a leadership role.