About the Role 

As a Senior Support Manager at Caliber, we want you to lead our global support function, ensuring the best customer experience and continuous service improvement. You will mentor teams on technical understanding, and customer management skills to build a high-performing support organization for our software products and solutions. 

Key Responsibilities 

• Lead and manage the customer support team, including L1, L2, and escalation engineers. 
• Define and implement support strategies, processes, and SLAs to ensure world-class service delivery. 
• Act as the escalation point for critical customer issues, driving resolution, and communication. 
• Collaborate with Product, Engineering, QA, and DevOps teams to ensure timely bug fixes and patches. 
• Establish and monitor key support metrics (CSAT, NPS, response times, resolution times, ticket backlog). 
• Develop knowledge-based articles, FAQs, and self-service tools to improve customer experience. 
• Drive automation and tooling to optimize support efficiency and reporting. 
• Manage onboarding, training, and career development of support staff. 
• Partner with account managers and sales for customer success and retention initiatives. 
• Ensure compliance with security, data privacy, and contractual obligations during support delivery. 
• Provide leadership in incident, problem, and change management (aligned with ITIL practices). 
• Forecast need for resources and coordinate hiring to meet growing customer demand. 
• Continuously improve support operations through feedback loops and process refinement. 

Qualifications & Skills 

• 10+ years of experience in technical/customer support roles, with at least 4+ years in a leadership position. 
• Strong background in managing enterprise software support in an IT or software product company. 
• Familiarity with ITIL framework and best practices (Incident, Problem, Change, Service Management).