Director, Support

You will build and lead the Bengaluru Center of Support, creating its organizational structure, management systems, staffing plans, and operating standards. You will scale and retain a high-performing technical support organization, develop managers and support engineers, and oversee service performance, customer satisfaction, ticket quality, and resolution metrics. You will coordinate escalation processes and shift handoffs across global support hubs, guide adoption of AI support tools, and partner on support strategy, tooling, analytics, automation, headcount planning, and customer insights.

Responsibilities

• Design and build the Bengaluru hub's organizational structure, roles, customer and product segmentation, and shift coverage models.
• Establish management infrastructure, operating rhythms, escalation frameworks, and quality standards.
• 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 management career pathways.
• Own performance against service-level targets, customer satisfaction, ticket quality, resolution metrics, and global key performance indicators.
• Implement escalation workflows, Request for Help integration, and shift handoff protocols across global support hubs.
• Guide the use of AI tooling and partner on tooling, analytics, and process automation.
• Partner on global strategy, customer insights, operating plans, headcount models, and the Support Engineering roadmap.

Requirements

• Experience managing technical support engineering or a related customer-facing technical function 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, including 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.
• Ability to retain and develop technical team members.
• Knowledge of DevSecOps platforms, continuous integration and continuous delivery tooling, Kubernetes, or cloud-native infrastructure.
• Experience with Zendesk, Salesforce, Decagon, or equivalent support tools.

Benefits

• Health, financial, and well-being benefits
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity compensation
• Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave