- Bangalore, India
- Manager
- 8+ years
Lead the Bangalore technical support operation for Backup & Storage, overseeing daily support operations, managing escalations, and driving technical excellence to ensure high customer satisfaction.
Responsibilities
- Manage, mentor, and scale a team of Tier 1 support engineers for Backup /Storage/ SaaS product portfolio
- Oversee daily ticket queues, shift handovers, and adherence to Service Level Agreements (SLAs)
- Act as the primary point of contact for high-priority customer escalations and critical data-loss scenarios
- Partner with Engineering, Product Management, and Quality Assurance to resolve product bugs and influence the product roadmap
- Track, analyze, and report on key performance indicators (KPIs) including CSAT, First Day Resolution (FDR), and Mean Time to Resolution (MTTR) along with productivity
Requirements
- Bachelor’s degree in computer science, Information Technology, Cybersecurity, or a related field
- Nice to have: experience managing global, 24/7 follow-the-sun support operations across multiple time zones
- Nice to have: industry-recognized certifications related to Backup, Storage, Cloud technologies, networking


