ashby
Senior Manager, Technical Support
kong
Bengaluru, IND
Full-time
Onsite
Discovered 2 weeks ago
Technical supportCustomer engineeringSolutions engineeringSite reliability engineeringSaaSCloud infrastructure
Free
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Technical supportCustomer engineeringSolutions engineering
Role Overview
The role manages a technical support engineering team at Kong.
The team assists customers in resolving complex technical issues in production and pre-production environments.
The manager serves as an escalation point and advocates for customers, partners, and the broader customer experience organization.
Key Skills for This Role
Technical supportCustomer engineeringSolutions engineeringSite reliability engineeringSaaSCloud infrastructure
Full Job Posting
About the Role
The role manages a technical support engineering team at Kong.
The team assists customers in resolving complex technical issues in production and pre-production environments.
The manager serves as an escalation point and advocates for customers, partners, and the broader customer experience organization.
Location
- This role is based in Bangalore, India.
What You Will Do
- Manage a team of 6 to 10 technical support engineers.
- Provide daily direction through coaching, one-on-ones, and quality feedback.
- Continuously evaluate support processes and procedures.
- Suggest process and technology improvements to streamline operations.
- Collaborate with customer experience, product, and engineering teams.
- Manage customer escalations and team performance.
- Participate in or lead important technical support projects.
- Provide feedback and guidance to product and engineering teams.
What You Bring
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