Senior Technical Support Manager

Senior Customer Success Manager Technical Support (Treasury & Trade Finance)

Experience: 10–15 years

Location: Bangalore

Role Overview

As a Senior Customer Success Manager – Technical Support, you will lead enterprise-level customer engagements by providing Level 2/3 technical support, driving proactive issue resolution, and ensuring high availability and reliability of our treasury and trade finance solutions. You will act as a key liaison between clients, product engineering, and implementation teams—ensuring technical excellence, timely problem resolution, and an exceptional customer experience.

Key Responsibilities

• Provide Level 2/3 technical support for enterprise software applications, ensuring quick and effective resolution of incidents.
• Lead root cause analysis and preventive action planning for recurring issues.
• Manage and prioritize customer support tickets, ensuring SLA adherence and timely communication.
• Interface directly with client IT and finance teams to understand issues, provide solutions, and ensure system stability.
• Collaborate with product, QA, and engineering teams to troubleshoot, reproduce, and resolve complex technical problems.
• Maintain and update technical documentation, SOPs, and knowledge base articles for internal and client use.
• Conduct training and enablement sessions for client users and internal support teams.
• Analyze support trends and recommend product or process improvements to reduce future issues.
• Drive continuous improvement in support processes and tools.
• Mentor junior support engineers, providing guidance on complex troubleshooting and client management.

Required Skills & Experience

• 10–15 years of experience in Technical Support, Application Support, or Customer Success roles in enterprise software environments.
• Strong technical background in financial applications, treasury systems, or trade finance platforms preferred.
• Hands-on experience with databases (SQL), application servers, and API-based integrations.
• Solid understanding of incident, problem, and change management processes (ITIL framework).
• Familiarity with CRM or ticketing tools (e.g., Jira, ServiceNow, Zendesk, or Salesforce).
• Excellent analytical, troubleshooting, and debugging skills.
• Proven ability to communicate effectively with both technical and non-technical stakeholders.
• Strong leadership, mentoring, and escalation management capabilities.
• Bachelor’s degree in Engineering, Computer Science, or related field; MBA or ITIL certification is a plus.

Preferred Attributes

• Prior experience in Treasury or Trade Finance environments.
• Exposure to cloud-based deployment, integration, and system performance monitoring.
• Customer-first mindset with strong ownership, patience, and empathy.

Location: Bangalore

Employment Type: Full-time