Manager, Technical Support Engineering (API)
Bangalore, India
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.
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