Technical Support Manager Job at Komprise, Inc. (Bengalaru)

Technical Support Manager

Komprise, Inc.

Location:
India , Bengalaru

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

We are looking for an experienced Technical Support Manager to lead our Bangalore-based support team in delivering world-class enterprise support to Komprise customers across North America. This is a high-impact leadership role for someone who thrives at the intersection of technical depth, operational discipline, and customer advocacy. You will manage a team of 5-10 Technical Support Engineers (TSEs) operating within a tiered L1/L2/L3 support model and a follow-the-sun coverage framework. You will own team performance, quality, escalation management, and continuous improvement, reporting directly to the Director of Support. This position is based in our Bangalore office and requires working during Eastern Time (ET) hours.

Job Responsibility:

Team Leadership & Performance: Lead weekly team meetings, monthly 1:1s, and structured performance reviews covering KPIs, SLA adherence, CSAT, and backlog trends
Drive a culture of accountability through regular ticket QA, calibrated coaching, personalized development plans, and clear recognition and underperformance processes
Own onboarding for new hires and continuously identify training needs across product, tooling, troubleshooting, and soft skills — maintaining playbooks and reference documentation
Queue Management & Escalation: Oversee support queues across Jira and Freshdesk, ensuring SLA compliance, balanced workload distribution, and timely resolution of high-severity issues
Serve as the primary escalation point for P1/P2 enterprise incidents — leading bridge calls, owning customer communication end-to-end, and driving post-incident RCAs into process improvements
Workforce & Capacity Management: Manage scheduling, coverage, and time-off to support SLA commitments and follow-the-sun requirements, with proactive staffing forecasts based on volume trends
Operations, Quality & Process Improvement: Audit ticket interactions for quality and accuracy
use findings to drive continuous improvement in support delivery and knowledge base completeness
Identify process inefficiencies and implement measurable solutions, evaluating tools and collaborating cross-functionally with CS, Product, and Sales to streamline workflows
Reporting & Insights: Generate and present regular performance reports to leadership, synthesizing customer feedback, escalation trends, and support data into actionable insights for Product and Engineering
Cascade org goals to the team, define aligned individual objectives, and partner with Customer Success to ensure a seamless experience for strategic accounts

Requirements:

15+ years in technical or customer support within enterprise software or SaaS
5+ years managing technical support teams of 10 or more
Deep familiarity with support KPIs (CSAT, FRT, FCR, MTTR, SLA adherence, escalation rates) and tiered support models (L1/L2/L3), including follow-the-sun operations
Proven track record handling enterprise escalations and high-severity incidents with executive-level stakeholders
Hands-on experience with JIRA and Freshdesk
strong analytical skills to turn support data into operational action
Excellent written and verbal communication in English
comfortable presenting to senior leadership and engaging directly with enterprise customers
Demonstrated ability to build high-performing teams through structured coaching, performance management, and recognition
Flexibility to work US Eastern Time hours from Bangalore

Nice to have:

Domain Experience: Experience supporting infrastructure, storage, data management, or cloud software products, ideally in regulated industries
Support Operation methodologies: Familiarity with ITIL or formal support operations methodologies
Execution: Experience building or scaling support in a high-growth SaaS environment
AI/Automation: Exposure to AI/automation in support operations (chatbots, intelligent routing, knowledge surfacing)
Education: Bachelor’s in Computer Science, Engineering, or equivalent experience

Additional Information:

Job Posted:
March 27, 2026

Work Type:

On-site work

Komprise, Inc. - All Job Offers

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