Job Description

Sr. Manager Technical Support
Location: Chennai, India
Job Summary:
We are looking for a seasoned Senior Manager / Director of Technical Support to join our team in Bangalore or Chennai. With over 12 years of experience in technical support, particularly within the cybersecurity sector, the ideal candidate will lead our support operations, ensuring exceptional service delivery and customer satisfaction.
Key Responsibilities:

• Strategic Leadership: Develop and implement strategic plans for the technical support department, aligning with objectives and enhancing the customer experience.
• Team Management: Lead and mentor a team of technical support professionals, fostering a high-performance culture and ensuring effective problem resolution.
• Operational Oversight: Manage day-to-day technical support operations, ensuring timely resolution of complex issues related to cybersecurity products.
• Customer Experience: Drive improvements in support processes to deliver outstanding service, focusing on efficiency and customer satisfaction.
• Process Improvement: Continuously assess and refine support strategies, tools, and methodologies to enhance team performance and customer outcomes.
• Cross-Functional Collaboration: Partner with product management, engineering, and sales teams to address technical challenges, incorporate customer feedback, and drive product enhancements.
• Reporting & Analytics: Monitor key performance indicators (KPIs), generate detailed reports on support metrics, and provide actionable insights to senior management.
• Budget Management: Oversee the technical support budget, ensuring cost-effective operations and optimal resource allocation.
• Crisis Management: Handle escalated support issues and critical incidents, ensuring prompt and effective resolution.

Qualifications:

• Education: Bachelor's degree in Computer Science, Information Technology, Cybersecurity, or a related field. A Master's degree is preferred.
• Experience: 12+ years in technical support with a strong background in cybersecurity products.
• Proven track record in managing support teams and addressing complex technical issues.

Skills:

• Expertise in cybersecurity technologies and solutions.
• Strong leadership, communication, and interpersonal skills.
• Proven ability to drive process improvements and manage high-performing teams.
• Experience with support management tools, CRM systems, and analytical reporting.
• Leadership: Demonstrated success in leading technical support teams, managing cross-functional projects, and enhancing customer service.

Skills Required