Lead and manage a team of technical support engineers, providing guidance, mentorship, and support to ensure exceptional customer service.
Oversee night shift operations, ensuring optimal staffing, workload distribution, and timely responses to customer inquiries.
Handle complex escalations, working closely with engineering, product, and other cross-functional teams to resolve high-priority issues.
Establish and track key performance indicators (KPIs) for the team, including response times, resolution times, and customer satisfaction metrics.
Contribute to the design and implementation of 24x7 support processes, optimizing efficiency and ensuring alignment with global support operations.
Identify skill gaps within the team and coordinate necessary training and development programs to enhance technical and soft skills.
Drive continuous improvement initiatives, leveraging customer feedback and support data to optimize processes and deliver a superior customer experience.
Work closely with other regional support teams to ensure knowledge sharing and consistency across support operations globally.
Prepare and present regular reports on team performance, operational challenges, and customer satisfaction to senior leadership.

7-10 years of experience in technical support, with at least 3-5 years in a managerial or senior role.
Proven track record of managing teams in a 24x7 support environment.
Experience in IAM/IGA technologies (such as AD, LDAP, SAP, SQL databases, ServiceNow) is highly desirable.
Strong people management skills with the ability to motivate and develop a team.
Demonstrated ability to handle customer escalations effectively and provide exceptional customer experience.
Strong analytical and troubleshooting skills with a proactive approach to problem-solving.
Excellent verbal and written communication skills, with the ability to interact with customers, stakeholders, and senior leadership.
Experience in defining and optimizing support processes and performance metrics.
Willingness to work night shifts and flexible hours to support global customers.
Bachelor’s degree in Computer Science, Information Technology, or a related field.

Complete security & privacy literacy and awareness training during onboarding and annually thereafter
Review and adhere to Information Security/Privacy Policies and Procedures
High-growth work environment with tremendous growth and learning opportunities
Equal opportunity employer welcoming all qualified applicants

Customer Support Manager

Key skills