Senior Manager, Technical Solutions
Leads and develops a regional technical support organization in India, resolving complex SaaS and data-platform customer issues while improving operations and customer adoption. Requires 15+ years in technology, 6+ years managing technical support engineers, and hands-on cloud and troubleshooting expertise.
About the job
Responsibilities
- Build and manage a team of Technical Solutions Engineers.
- Provide coaching and mentorship to engineers.
- Identify and implement process improvements to meet or exceed regional performance KPIs.
- Establish training plans and subject-matter expertise within the team.
- Drive support escalations and cross-functional collaboration to manage and resolve issues.
- Serve as a player-coach and provide technical leadership to the regional support team.
- Coordinate with Sales and field teams to address account-level concerns and drive adoption and usage of the Databricks platform.
- Define quarterly goals and track them to completion to drive team growth and personal development.
- Scale the organization by developing processes and guidelines that promote operational efficiency.
- Demonstrate ownership and coordinate action items with engineering and escalation teams to achieve timely resolution of customer issues.
- Perform risk assessments and lead hands-on technical support efforts.
Requirements
- Minimum 15 years of experience in the technology industry, including SaaS support, building, testing, and maintenance.
- Minimum 6 years of managerial experience leading a team of at least six technical support engineers.
- Experience with cloud-native applications and SaaS, including AWS, Azure, or Google Cloud; big data platforms; or Apache Spark in a technical capacity.
- Experience in a customer-facing role managing a large regional team of technical support engineers.
- Excellent analytical and troubleshooting skills.
- Excellent customer-facing verbal and written communication skills.
- Team-oriented attitude and comfort working in a startup environment.
Nice to Have
- Hands-on experience with systems troubleshooting, networking, and Linux fundamentals.
- JVM troubleshooting and debugging of Java applications.
Skills
AWS, Microsoft Azure, GCP, SaaS, Spark, Big Data, Linux, Networking, Jvm Troubleshooting, Java Debugging
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