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Senior role with strong employer brand but common program title in a metro market yields moderate competition.
Requires technical support and SaaS/security domain expertise, reducing cross-industry transferability.
Explicit 10+ years, mandatory support management experience, and managerial skill requirements make shortlisting strict.
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Lead and manage the Technical Support team to ensure timely and effective resolution of client issues.
Drive customer escalation resolutions by engaging directly with customers and manage case queue health and phone coverage.
Implement and oversee support metrics, tracking tools, and participate in weekend and on-call support rotations for high-priority incidents.
10+ years of experience leading a customer support team.
BS Degree in a technical curriculum or equivalent.
Willingness to work evening and weekend shifts, including participation in 24x7 on-call rotation.
Location requirement: Pune.
Proven experience managing top talent with a focus on employee retention, job satisfaction, and career growth.
Strong knowledge of customer relationship management along with technical understanding of security platforms, email protection, cloud services, and SaaS.
Ability to self-direct, prioritize multiple tasks, and collaborate effectively with cross-functional teams in a support-focused environment.