Director, Support
Leads the Bengaluru technical support engineering hub, overseeing organizational design, hiring, managers, service-level performance, escalations, and regional operations. The role requires experience scaling enterprise SaaS support organizations across global time zones and familiarity with AI tooling, cloud-native infrastructure, and support platforms.
About the job
Responsibilities
- Design and build the Bengaluru support hub's organizational structure, including specialist and management roles, customer and product segmentation, and shift coverage models.
- Establish management infrastructure, operating rhythms, escalation frameworks, and quality standards for sustainable headcount growth.
- Manage hiring and retention, including role profiles, interview panels, offer selections, career paths, internal mobility, recognition, and team culture.
- Develop managers and support engineers, set performance expectations, provide feedback, and create pathways into global Support Engineering management roles.
- Own performance against service-level targets, customer satisfaction, ticket quality, resolution metrics, and global KPIs.
- Implement local escalation workflows, Request for Help integration, and shift handoff protocols across regional support hubs.
- Guide use of AI-assisted support tooling and partner with Support Operations and Strategy on tooling, analytics, and process automation.
- Collaborate with regional Support Engineering managers, Product, Engineering, and the Vice President of Support Engineering on global strategy, customer insights, operating plans, headcount models, and the Support Engineering roadmap.
Requirements
- Experience managing technical support engineering or a closely related customer-facing technical function, including through a manager-of-managers structure.
- Experience building or significantly scaling a support organization, including organizational design, hiring infrastructure, onboarding, and team culture.
- Experience establishing a global delivery hub or Center of Support and coordinating service delivery across regions and time zones.
- Deep knowledge of enterprise software-as-a-service support, service-level obligations, tiered support models, escalation frameworks, and operational metrics.
- Experience working in a distributed environment with asynchronous and synchronous collaboration.
- Familiarity with AI-assisted support tooling and introducing tools or automation at scale.
- Demonstrated ability to retain and develop technical team members in a dynamic hiring market.
- Knowledge of DevSecOps platforms, continuous integration and continuous delivery tooling, Kubernetes, or cloud-native infrastructure.
- Experience using support platforms such as Zendesk, Salesforce, Decagon, or equivalent tools.
- GitLab experience as a user, administrator, or customer is helpful.
Benefits
- Flexible paid time off
- Team Member Resource Groups
- Equity compensation and employee stock purchase plan
- Growth and Development Fund
- Parental leave
Skills
DevSecOps, Continuous Integration, Continuous Delivery, Kubernetes, Cloud-Native Infrastructure, Zendesk, Salesforce, Decagon, Support Operations, Ai-Assisted Support Tooling
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