Manager- Technical Support Engineer
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Key details
- Location
- Bengaluru, KA, India
- Work style
- Onsite
- Level
- Senior
- Experience
- 8–11 yrs
- Function
- Customer success & Support
- Focus area
- other
- Posted
- 6h ago
Skills
About the role
About Kaseya
Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organizations efficiently manage, secure, and automate their IT environments, driving operational efficiency and long-term business success.
Backed by Insight Partners, a leading global software investor, Kaseya has experienced sustained double-digit growth and continues to expand its global footprint. Today, Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide.
Founded in 2000, Kaseya was built by builders - and we're still building. We look for people who create rather than wait, who see a hard problem and lean in, and who treat challenges as raw material. At Kaseya, everyone plays a role in shaping the future of IT: whether you're in engineering, product, sales, marketing, customer support, or operations, your work helps protect, defend, and optimize IT environments across the globe.
We're building teams that grow, perform, and make an impact. If you're driven by the itch to make things better - a product, a process, a career - you'll fit right in.
At Kaseya, we don't just raise the bar. We build it.
Job Summary
We are seeking a dynamic and experienced Technical Support Manager, to lead our Bangalore technical support operation for Backup & Storage. This role will oversee daily support operations, manage critical escalations, and drive technical excellence to ensure high customer satisfaction (CSAT) for our business-critical data protection products.
Key Responsibilities:
- Team Leadership: Manage, mentor, and scale a team of Tier 1 support engineers for Backup /Storage/ SaaS product portfolio
- Operations Management: Oversee daily ticket queues, shift handovers, and adherence to Service Level Agreements (SLAs)
- Escalation Handling: Act as the primary point of contact for high-priority customer escalations and critical data-loss scenarios
- Cross-Functional Collaboration: Partner with Engineering, Product Management, and Quality Assurance to resolve product bugs and influence the product roadmap
- Performance Metrics: Track, analyze, and report on key performance indicators (KPIs) including CSAT, First Day Resolution (FDR), and Mean Time to Resolution (MTTR) along with productivity
- Performance Management: Establish clear individual goals, conduct regular 1-on-1s, deliver performance reviews, and build tailored career development plans for support engineers
- Process Improvement: Develop and optimize support workflows, troubleshooting documentation, and knowledge base internal structures
Required Qualifications
- 8+ years of relevant experience handling global technical support operations
- 3+ years of direct people management experience leading enterprise support teams
- Proven track record managing KPIs and process improvements
- Deep understanding of backup concepts, recovery workflows, deduplication, snapshot technologies, and disaster recovery
- Exceptional communication, crisis management, and conflict resolution skills under pressure
- Bachelor’s degree in computer science, Information Technology, Cybersecurity, or a related field
Preferred Qualifications
- Experience managing global, 24/7 follow-the-sun support operations across multiple time zones
- Industry-recognized certifications related to Backup, Storage, Cloud technologies, networking
- Hands-on familiarity with modern support tools like Salesforce Service Cloud, Zendesk, and Jira
Additional information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.