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JFrog Logo JFrog · IT - Administration

Support Manager - Developer Support Team

India, Bangalore · Job Posted February 16, 2026
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Job Description

We are looking for an experienced and customer-obsessed Support Manager – Developer Support to lead and scale a high-performing team of Developer Support Engineers (DSEs). In this role, you will combine technical leadership, people management, and customer success ownership. You will ensure world-class support delivery, mentor technical talent, drive continuous improvement, and proactively influence product and customer outcomes. You will act as the bridge between customers, support engineers, product, R&D and sales, ensuring that technical excellence translates into exceptional customer delight.

Job Responsibility

  • Lead, mentor, and develop a team of Developer Support Engineers, Senior DSEs and tech leads
  • manage day-to-day support operations, workload distribution, and prioritisation
  • coach team members on technical skills, customer empathy, and problem-solving
  • establish a culture of ownership, accountability, and continuous learning
  • conduct performance reviews, goal setting, and career development planning
  • act as an escalation point for complex, high-impact customer issues
  • provide hands-on guidance in troubleshooting across DevOps, CI/CD, and cloud environments
  • review root cause analyses, postmortems, and corrective action plans
  • ensure all open cases have clear action plans and measurable outcomes
  • drive exceptional customer experience and high CSAT scores
  • proactively identify customers at risk and potential churn indicators
  • define and improve support processes, workflows, and best practices
  • build and maintain a robust knowledge base of known issues and solutions
  • identify recurring issues, feature gaps, and systemic problems
  • feed insights to Product and R&D
  • define, track, and improve KPIs such as response time, resolution time, backlog, and quality metrics
  • collaborate closely with Product, R&D, QA, Release, Sales, and Training teams
  • translate customer feedback into actionable product and roadmap inputs
  • represent Support in strategic discussions and decision-making forums
  • promote knowledge sharing, documentation, and technical excellence within the team
  • encourage innovation through scripting, automation, and improvements to tooling

Requirements

  • 10+ years of overall experience
  • minimum 2+ years of experience leading & managing technical support or engineering teams
  • proven experience supporting enterprise customers in complex software environments
  • strong understanding of DevOps, CI/CD, and build engineering ecosystems
  • experience with tools and technologies such as: Kubernetes, Docker, Helm, Maven, NPM, Gradle, Jenkins, GitHub, VCS, Artifactory, Linux systems and troubleshooting, Databases, LDAP, Apache, Tomcat, NGINX
  • programming and debugging experience (Java, Python, Go, Groovy, Bash, etc.)
  • strong people leadership and coaching capabilities
  • customer-first mindset with exceptional interpersonal and communication skills
  • ability to balance technical depth with business and customer priorities
  • excellent verbal and written English communication
  • ability to manage ambiguity, prioritize effectively, and lead through change

Nice to have

  • Experience in DevOps, cloud platforms, or developer tooling companies
  • prior experience in customer success, support transformation, or scale-up environments
  • exposure to enterprise architecture and distributed systems

What we offer

  • Work at the forefront of DevOps innovation
  • lead and shape the future of developer support and customer experience
  • collaborate with world-class engineers and global customers
  • office transport
  • shift allowance
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