Technical Support Manager (Night Shift)

SPECIAL REQUIREMENT:
• Ability to work the 4th/night shift starting between 8 - 11 pm IST and a flexible weekday schedule
• Work the regular India daytime business hours during the ramp-up period (1-3 months) before transitioning to the assigned shift
• Applicants should be flexible with schedule changes to meet business needs

YOU WILL:
• Have team responsibility for delivering excellent technical support in a 24x7x365 SaaS environment
• Be responsible for hiring, development, training, and skills management for a team of Cloud Support Engineers.
• Navigate and steer difficult situations towards positive outcomes
• Make data-driven decisions to improve operational quality and efficiency
• Manage toward key customer success metrics - SLA, CSAT, Time to Resolution (TTR), Knowledge Contribution etc.
• Perform case quality reviews and coach team members toward driving improved customer experience
• Foster and grow relationships across product and engineering functions for knowledge building, incident engagement, new feature readiness, and product feedback
• Establish good working relationships with customer facing teams (sales, support account management, professional services, etc)
• Turn customer feedback into actionable steps to improve support service delivery
• Partner with incident and escalation management team to drive satisfactory resolution of customer escalations
• Assess and evaluate processes, technology, and team skill sets to identify gaps and identify areas to improve and opportunities for advancement.
• Be the agent of change for new business process, technology, transformation
• Lead by example to cultivate and maintain a culture built on teamwork and collaboration
• Manage to organizational and departmental objectives
• Able to provide operational coverage outside of regular business hours at short notice when needed