Lead the Technical Engine: Formalize and lead the India-based Tier 1–3 support and operations teams as the company's primary technical execution hub.
Drive Support Excellence: Cultivate a team culture focused on empathy, rapid resolution, and reducing customer effort.
Voice of the Customer (VoC): Act as the primary advocate for customer pain points, ensuring support trends directly influence the product roadmap.
Knowledge Management: Lead the creation of a robust customer-facing knowledge base to empower self-service.
Automation and AIOps: Implement and champion an automation-led monitoring and incident response model to manage technical issues by exception, significantly reducing manual intervention.
Reduce Engineering Dependency: Drastically reduce the Engineering Escalation Rate, with a target of keeping core Engineering's capacity on firefighting to less than 15%.
Ensure Incident Ownership: Establish clear accountability and measure performance based on Incident Ownership—the percentage of issues fully managed and resolved by the India hub without U.S. intervention.
Strategic Alignment: Work closely with the Senior L3 Support Engineer (who is embedded in the CRE team) to ensure a tight feedback loop, informing systemic stability fixes and code-based remediation.
Staffing & Transition: Oversee the urgent recruitment and integration of new India-based Customer Support Engineers (3–5) to prepare for the WF transition and account for team maturation.

Experience with CRM/Helpdesk software (e.g., Zendesk, Salesforce Service Cloud) and building community forums.
Proven ability to coach staff on "Soft Skills" and "Technical Communication" rather than just "AIOps and Automation."
Proven experience in leading, multi-tiered (Tier 1–3) technical support and operations teams, preferably in a fast-paced SaaS or platform environment.
Demonstrated success in driving cultural and operational transformations, particularly in shifting teams to a high-ownership, automation-first mindset.
Expertise in using automation to improve the customer experience.
Exceptional leadership skills with the ability to manage and mentor technical teams in a global setting, particularly in establishing operational excellence in an India-based center.
Strong technical background to guide teams in achieving high-resolution technical engine status and contributing to systemic stability efforts.
Familiarity with foundational big data and container orchestration technologies (e.g., Kubernetes, Spark, Hadoop, etc.) is highly desirable.

Senior Manager, Customer Support, Advocacy

Key skills