Manager – Technical Support

About The Role

As the Manager of our expanding Technical Support team in India, you will lead a team of Technical Support Engineers (TSEs) responsible for the first-line triage and resolution of customer-submitted cases, ensuring a high standard of quality and urgency that exceeds SLAs and delivers a top-tier customer experience.

With over 10+ years of experience building and scaling support organizations in fast-paced, enterprise SaaS environments, you excel at both hiring top external talent and nurturing internal team growth through coaching and skill development. Our team is growing, and we need someone with an entrepreneurial startup mentality who can operate flexibly while maintaining consistency and process.

In this role, you will drive the growth of the customer support organization by fostering continuous improvement and championing positive change. Your leadership will enhance service levels, increase customer satisfaction, reduce resolution times, optimize operational costs, and support revenue growth. You will manage internal teams and external partners to ensure we meet and exceed Abnormal Security’s customer service and support standards.

Success in this role will require leveraging your experience creating and refining Support Team playbooks for scale, overseeing the escalation process to Level 2 Support Team, and optimizing team efficiency through SLA tracking and continuous improvements. Your dedication to improving how TSEs operate, both in terms of efficiency and effectiveness, will be crucial in achieving our customer satisfaction and growth targets.

Must have Skills

• 10+ years of experience working in enterprise-level SaaS environments.
• 4+ years of experience leading support/service teams with 8 or more TSEs.
• Proven track record in building and scaling teams.
• Strong technical expertise with the ability to explain complex concepts to non-technical audiences.
• Customer-focused mindset with excellent problem-solving skills.
• Exceptional written and verbal communication abilities.
• Strong interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Demonstrated leadership and supervisory capabilities.
• Proficiency in Gmail, Gdocs, Slack, Jira, and Salesforce.

What you’ll do:

Reporting to the Director of Support based in the US, you will be based in India and ensure consistent, high-quality execution across the following areas:

• Lead the team in providing first-line customer support, meeting quarterly timeliness and quality targets. 
• Hire, develop, and retain top TSEs while fostering a collaborative, growth-oriented team culture.
• Set and track individual and team-level KPIs established by the Director of Support.
• Drive performance tracking, analysis, and quarterly/biannual reviews to ensure high team performance.
• Build strong relationships with team members, conducting regular 1:1s and guiding the career progression of TSEs.
• Establish and promote best practices throughout the technical support process.
• Oversee the implementation, continuous improvement, and documentation of new and existing support policies, procedures, and processes.
• Organize and manage the schedules of the Technical Support Engineers.
• Provide customer feedback and insights to Engineering and Product Management to enhance product offerings.
• Stay informed on technical support trends, proactively communicating relevant updates to Engineering and Product Management.
• Follow up with customers based on CSAT survey results, addressing any areas needing improvement in technical support.
• Evaluate team members' technical skills, identify training needs, and develop ongoing training programs.
• Advocate for customer service as a core cultural value within the team.
• Collaborate with Sales, Engineering, and Product Management to ensure alignment and delivery of services that meet business needs.

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