About the Role 

We are seeking a highly skilled Senior Support Manager to lead our global support function, ensuring exceptional customer experience, timely resolution of issues, and continuous service improvement. The role requires a mix of leadership, 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 base 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 resource needs 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). 
• Experience with support tools and platforms (ServiceNow, Zendesk, Freshdesk, Jira Service Management, etc.). 
• Strong technical understanding of software architectures, cloud platforms (Azure/AWS), and integrations. 
• Proven ability to manage global support operations across time zones. 
• Excellent leadership, communication, and conflict-resolution skills. 
• Strong analytical and reporting skills, with a metrics-driven approach. 
• Certifications preferred: ITIL, PMP, or equivalent.