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Manager - Global Customer Support Engineering

Manager - Global Customer Support Engineering

Fivetran

2 - 7 years

4 - 9 Lacs

bengaluru

Posted:10 hours ago| Platform:

Apply

Skills Required

core java networking linux shell scripting customer support scheduling medical insurance continuous improvement team building sql

Work Mode

Work from Office

Job Type

Full Time

Job Description

About the Role

We re looking for a Support Manager for our Bengaluru business to improve the operation and performance of the support we provide customers. The work is very diverse all the way from working directly with customers and your team, to working on strategic initiatives to improve our overall support operation and the improvement of the product we sell to our customers.

This is a full-time position based out of our Bangalore office .

This is a manager role working in Fixed Shift timings from 7 pm to 4 am, 5 days a week with optional 24x7 rotation as needed by business.

Technologies Youll Use

Experience in working and managing with Java applications Support, Database support, API Support

What Youll Do

Empower our Support team by setting them up for success based on their talents and career stage
Foster a healthy, motivated, and collaborative culture while developing internal staff in their professional growth
Manage the Support team and be responsible for driving day-to-day Support Operations including shift operations, scheduling, training, and ensuring adequate 24x7x365 support coverage
Perform and own all aspects of the Support operations management including Hiring, Training and Professional Development of the Customer Support Engineers and driving the customer escalations to a logical closure with higher CSAT/NPS scores.
Help define a support process that will allow our support team to scale with the company
Closely align with other leaders in the organization and execute on OKR s (objectives and metrics) to measure the overall team s success
Help define and put in practice standard operating principles for the Support Team
Develop and execute on strategy for continuous improvement of our Support Team SLAs
Manage the interactions between Support and Development on customer issues/feedback
Produce reports that demonstrate team effectiveness to Engineering, Product, and Leadership teams

Skills Were Looking For

Exp : 10+ yrs
Lead through example
Complete ownership of customer issues
Demonstrated success in leading teams and individual contributors
Experience in growing the team by participating in the recruiting process
Experience with SQL and Shell scripting.
Candidate should have knowledge of Core Java, SQL, API, Cloud Platforms (e.g., AWS, Azure, GCP), basic networking, and Linux commands. should be proficient in creating visualisations and dashboards. preferably exp in web apps
Experienced in managing customer escalations across organizations
Strong sense of empathy for our customers
Ability to stay calm in a fast-paced, growing environment
Exceptional communicator

#LI-DB1

Perks and Benefits

100% employer-paid medical insurance
*
Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off
RSU stock grants*
Professional development and training opportunities
Company virtual happy hours, free food, and fun team-building activities
Monthly cell phone stipend
Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching, and self-guided mindfulness exercises for all covered employees and their covered dependents.

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Manager - Global Customer Support Engineering