Technical Support Manager - Hadoop Observability & Open Data Platform
On-siteBengaluru, Karnataka, India
Job Summary
Lead a globally distributed technical support team in a 24/7/365 environment, managing hiring, onboarding, and professional development while providing structured coaching through 1:1s and case reviews. Oversee end-to-end ownership of customer incidents, blending deep technical reasoning with AI tools to accelerate diagnosis and maintain accuracy. Monitor KPIs including case ownership, backlog, response times, and resolution SLAs to drive efficiency and translate insights into actionable plans. Identify operational gaps to improve case-handling frameworks and champion the scaling of new AI capabilities for support workflows. Build strong partnerships with Product, Engineering, and internal AI teams to ensure Support needs are represented in product decisions and transform customer feedback into service improvements.
Required Qualifications
- Bachelor's or Master's degree in Computer Science or related discipline, or equivalent practical experience
- 10+ years of technical support management and service management experience in a large, complex SaaS environment, including 3+ years in a people-leader role
- Extensive experience with ticketing systems
- Customer-first mindset
- Strong track record on quality, SLA attainment, CSAT, and productivity goals
- Strong analytical, problem-solving, and communication skills
- Comfort using operational dashboards and AI-generated insights to make decisions and coach teams
- Experience leading teams using AI tools in support workflows (LLM-based triage, AI-driven case management, AI-assisted knowledge authoring)
- Ability to critically evaluate AI outputs, identify hallucinations or confidence gaps, and ensure human accountability for final decisions, with high ethical standards in AI governance
Desired Qualifications
- Prior Experience with Kubernetes, Spark, and SQL
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