Sr. Manager, Technical Support

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Sr. Manager, Technical Support in India.

This is a senior leadership role responsible for managing and scaling globally distributed technical support teams within a fast-paced SaaS environment. You will oversee day-to-day support operations while driving strategic improvements in customer experience, team performance, and service delivery excellence. The role combines strong people leadership with operational accountability, requiring a balance of coaching, process optimization, and KPI ownership. You will work closely with global support leadership and cross-functional stakeholders to ensure high-quality resolution of customer issues and continuous improvement of support systems. This position plays a critical role in shaping a high-performance, customer-first culture across multiple teams. The environment is collaborative, metrics-driven, and focused on delivering exceptional enterprise-level support experiences at scale. You will also contribute to talent development, process maturity, and long-term operational efficiency across the support organization.

• Lead and manage multiple globally distributed technical support teams, ensuring consistent delivery of high-quality enterprise customer support.
• Drive performance against SLAs and KPIs, ensuring operational targets such as resolution time, backlog reduction, and customer satisfaction are consistently met.
• Coach, mentor, and develop support engineers, fostering a high-performance culture centered on accountability, collaboration, and customer excellence.
• Oversee daily support operations including case management, queue oversight, escalation handling, and quality assurance reviews.
• Analyze performance metrics and customer feedback to identify trends, improve processes, and enhance overall support efficiency.
• Partner with training, product, and engineering teams to improve onboarding, release readiness, and knowledge sharing across the support organization.
• Drive continuous improvement initiatives to optimize workflows, tools, and support delivery processes.
• Participate in hiring and talent development efforts to build and scale high-quality support teams.

Requirements:

• 6+ years of experience in technical support, customer success, or related SaaS support environments, including significant people management experience.
• Proven experience managing or mentoring teams of individual contributors in a high-volume, fast-paced technical environment.
• Strong understanding of SaaS support operations, including ticketing systems, escalation management, and KPI-driven service delivery.
• Excellent leadership skills with a track record of coaching, performance management, and team development.
• Strong analytical skills with the ability to interpret metrics, identify trends, and implement operational improvements.
• Exceptional communication skills, both written and verbal, with the ability to engage effectively across technical and non-technical stakeholders.
• Ability to work independently, manage priorities, and drive accountability in distributed global teams.
• Strong customer-first mindset with a focus on problem-solving and continuous improvement.

Benefits:

• Remote-friendly work environment with flexibility and global collaboration opportunities.
• Comprehensive health coverage supporting employees and their families.
• Competitive compensation aligned with experience and market benchmarks.
• Paid time off, holidays, and flexible work arrangements supporting work-life balance.
• Learning and development opportunities to support leadership growth and career progression.
• Inclusive, collaborative culture focused on trust, ownership, and performance excellence.
• Opportunity to shape and scale global support operations in a leading SaaS organization.