Job Description

Location: Building No 12D, Floor 5, Raheja Mindspace, Cyberabad, Madhapur, Hyderabad - 500081, Telangana, India Role: Manager, Technical Customer Support / Customer Success Location: Bangalore Full/ Part-time: Full time Build a career with confidence Carrier Global Corporation, global leader in intelligent climate and energy solutions is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we\'ve led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do. Carrier is a leading provider of heating, ventilating, air conditioning and refrigeration systems, building controls and automation, and fire and security systems leading to safer, smarter, balanced, and high-performance buildings. Carrier is on a mission to make modern life possible by delivering groundbreaking systems and services that help homes, buildings and shipping become safer, smarter, and more sustainable. Our teams exceed the expectations of our customers by anticipating industry trends, working tirelessly to master and redefine them. The Digital Products team designs and launches connected products and services in partnership with the businesses (HVAC, Refrigeration, Fire & Security) that create topline gro wth for our businesses by delivering meaningful outcomes to our customers. About the role This hire will play a critical role in managing the relationship between the business units responsible for the day-to-day support of multiple digital team SaaS products and the Digital Foundry team . They will also help to oversee the central Tier 3 support team and the workflows that allow them to support the business units\' support teams. As a member of a lean central support team , they will help to establish and scal e SaaS support within the Digital Foundry . They will have the opportunity to explore multiple business units within Carrier and collaborate with various subject matter experts to help to provide a seamless white glove customer experience. They will be critical to tracking and reporting support metrics to stakeholders across multiple teams. This unique position will allow they to become a critical member of the team that shapes the growth of digital product support. Key responsibilities : As a Technical customer support Manager, you\'ll be responsible for: Gain firm foundational understanding of the product s , technolog ies and customer base s Assist in training Tier 1 and Tier 2 support team members within the commercial teams Assist in ongoing oversight of Tier 3 support team Ensure Tier 3 support is maintaining SLA\'s and staying on schedule Manage on-call schedules of Tier 3 and Tier 4 support teams Help maintain support dashboards within the AWS environment Assist BU support teams in management of knowledge bases Collaborate with the business units to consistently maintain and update workflows and support infrastructure to meet changing needs Assist in maintenance of support tools (including but not limited to: Intercom, Jira Service Management, Jira , Atlassian Status Page, Opsgenie ) Assist in maintenance of reporting tools to ensure stakeholders have a clear understanding of support metrics Partner on development of internal training guides and \'how to\'s \' for support teams Manage onboarding of new support team members Collaborate with quality assurance and product management to ensure that defects are properly triaged and prioritized Manage the relationship between commercial support and the product, support and quality assurance teams that they work with Required e xperience : Passion for technology and customer success a must Minimum of 3-5 years of digital or software product support combination of hardware and software and in particular IoT solutions highly desired Experience in troubleshooting all aspects including hardware, networking, software, integrations Minimum of 1 - 3 years in a support management role onboarding and training support team members C ommercially available SaaS and/or IoT product experience highly desired Experience in early stage start up environment Independent learner and self starter able to become an expert without significant oversight from manager Global support experience highly desired Experience working with remote and globally distributed teams Ability to distill complex concepts for non-technical stakeholders Additional Skills : Technical curiosity - passionate about applying emerging technologies to solve problems Relationship building and stakeholder management - effective listener who ensures alignment on planned actions Advanced c ommunication - ability to communicate at all levels of the organization and adapt messaging to audience Product Evangelist - share s passion and customer-obsession to inspire and motivate team members Basic u nderstanding of the built environment a plus Benefits We are committed to offering competitive benefits programs for all of our employees, and enhancing our programs when necessary. Enjoy your best years with our retirement savings plan Have peace of mind and body with our health insurance Make yourself a priority with flexible schedules, parental leave, and our holiday purchase scheme Drive forward your career through professional development opportunities Achieve your personal goals with our Employee Assistance Programme Join us and make a difference. Apply Now! Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class. Job Applicant\'s Privacy Notice: Click on this to read the Job Applicant\'s Privacy Notice

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