Manager, Technical Support

Role Overview: As a Manager, Technical Support at Automation Anywhere, you will lead a team of skilled support engineers in a 24x7 Enterprise Support environment. Your role is crucial in ensuring world-class customer experiences by driving timely resolution of technical issues, fostering a culture of continuous improvement, and collaborating cross-functionally to enhance product supportability. Flexibility in working hours based on business needs is required for this role. Key Responsibilities: - Lead and mentor a team of technical support engineers across multiple time zones. - Ensure timely and high-quality resolution of customer issues, meeting SLAs and CSAT goals. - Collaborate with Engineering, Product Management, and Customer Success teams to drive product improvements and customer satisfaction. - Analyze support trends and metrics to identify areas for process and product improvement. - Develop and maintain knowledge base articles and support documentation. - Drive operational excellence through automation, tooling, and process optimization. - Participate in hiring, onboarding, and performance management of team members. Qualifications Required: - 8+ years of experience in technical support, with at least 3 years in a leadership role. - Strong understanding of enterprise software, SaaS platforms, and cloud technologies. - Experience with automation, RPA, or AI-based platforms is a plus. - Excellent problem-solving, communication, and interpersonal skills. - Proven ability to manage escalations and work under pressure. - Bachelor's degree in computer science, Engineering, or a related field. Additional Details of the Company: Automation Anywhere is the leader in Agentic Process Automation (APA), transforming how work gets done with AI-powered automation. Their APA system, built on the industry's first Process Reasoning Engine (PRE) and specialized AI agents, combines process discovery, RPA, end-to-end orchestration, document processing, and analytics - all delivered with enterprise-grade security and governance. Guided by the vision to fuel the future of work, Automation Anywhere helps organizations worldwide boost productivity, accelerate growth, and unleash human potential.,