Customer Support Engineer

# Customer Support Engineer ## Company Overview Hakimo’s AI-powered security agent delivers real-time threat detection, proactive deterrence, and seamless monitoring to safeguard businesses around the clock. Hakimo was founded with a bold vision: to bring cybersecurity-grade intelligence to physical security. Our mission is to revolutionize the security industry with AI-powered monitoring tools and services, creating a future where security is proactive, intelligent, and seamlessly integrated—eliminating threats before they escalate and ensuring complete end-to-end protection for businesses everywhere. ## Job Summary Hakimo is seeking a **Customer Support Manager** to lead our Bengaluru-based Customer Support Engineering team. This role manages a team responsible for technical troubleshooting, issue resolution, customer escalations, and support related to the Hakimo AI Software as a Service (SaaS) platform. The Customer Support Manager will collaborate closely with various departments, including Customer Success, Sales, Engineering, Support Operations, and customers, to ensure high-quality support requests are handled effectively. ## Responsibilities - Lead, manage, coach, and develop a Bengaluru-based team of Customer Support Engineers. - Own day-to-day support operations, including ticket triage, prioritization, escalation management, and resolution quality. - Engage directly with customers, including US-based customers and stakeholders, on support issues, escalations, and resolution updates. - Partner closely with Customer Success, Sales, Engineering, Product, and Support Operations to resolve customer issues and enhance the support experience. - Monitor key support metrics such as response times, resolution times, backlog, escalation volume, customer satisfaction, and recurring issue trends. - Improve support processes, documentation standards, escalation workflows, knowledge base content, and internal playbooks. - Drive root cause analysis, implement short-term fixes, and develop long-term solutions for critical or recurring customer issues. - Maintain strong communication and alignment with US-based stakeholders, including partial overlap with US working hours as needed. ## Qualifications - **5+ years** of experience in technical support, customer support, support engineering, customer operations, or a similar customer-facing technical role. - **2+ years** of experience leading or managing a customer support, technical support, support engineering, or customer operations team. - Mandatory experience working with US customers, US-based teams, or US-based business stakeholders. - Strong people management skills, including coaching, prioritization, performance management, and team development. - Experience managing technical escalations and effectively communicating with customers during high-priority support situations. - Strong written and verbal communication skills, capable of engaging both technical and non-technical audiences. - Experience working cross-functionally with Customer Success, Sales, Engineering, Product, and Operations teams. - Familiarity with ticketing systems such as Zendesk or similar tools, including ticket queues, service level agreements (SLAs), escalation processes, reporting, and customer communication standards. - Technical understanding of networking concepts such as TCP/IP, UDP, TLS, DNS, HTTP, DHCP, Routers, Switches, NAT, VLANs, and Layer 2 (L2) devices is preferred. - Understanding of physical security systems such as IP Cameras, Network Video Recorders (NVRs), video resolutions, ONVIF, RTSP, and access control systems is preferred. - Ability to operate in a fast-paced startup environment with strong ownership, follow-through, attention to detail, and customer focus. ## Preferred Skills - Experience with artificial intelligence applications in customer support would be an advantage. - Familiarity with data analysis and reporting tools. ## Experience - Minimum **5 years** of relevant experience in technical support and customer-facing roles. - At least **2 years** of experience in a leadership or managerial position within customer support. ## Environment - The position is hybrid, with an expectation of working from the Bengaluru office **2–3 days per week**. It involves collaboration with both local and US-based teams. ## Salary - Competitive salary and equity options are offered. ## Growth Opportunities - Opportunities for learning, growth, and professional development, and the chance to scale the customer support function within a fast-growing AI company. ## Benefits - Health plans similar to large SaaS companies. - Flexible work arrangements.