Manager Global Technical Support

1 Month ago • 7 Years +

Job Summary

Job Description

As Manager, Global Technical Support, you will mentor and guide a team of Support Engineers to deliver a world-class support experience. You'll oversee customer support tickets, including issue resolution, technical troubleshooting, and customer communication. You will be responsible for leading a global team, tracking key metrics, collaborating with other teams, serving as a final escalation point, creating growth plans, and refining operational procedures to maximize efficiency and boost customer satisfaction.

Must have:

7+ years in technical support
Experience building and guiding high-performing global support teams
Exceptional leadership and communication skills
Experience with CRM and project management tools
Proficiency in T-SQL, PowerShell or similar
Familiarity with .NET/JAVA to understand code-level escalations
Ability to develop robust analytics reports

Perks:

Professional growth and Development opportunities
Working within a team of friendly, skilled people
Flexible working hours
4 recharge days per year
High-end laptop
Competitive pay and bonus
18 vacation days
15 days Sick Leave/ Casual leave per calendar year
16 hours of paid volunteer time off per year
Wedding gift and newborn gift allowance
26 weeks of paid maternity leave and one week of paid paternity leave
Health Insurance of up to 7 lacs
Group Term Insurance coverage
Group Personal Accident coverage
Provident fund contributions

12 skills required

12 skills required for this role

Add these skills to join the top 1% applicants for this job

java

jira

windows-server

azure

swift

sql

powershell

salesforce

customer-centric

innovation

saas-business-models

problem-solving

Job Details

We’re a growing team looking for a dynamic leader to manage our Global Technical Support. As Manager, Global Technical Support, you will mentor and guide a team of Support Engineers, ensuring we deliver a world-class support experience to our customers. You’ll take ownership of operational metrics (such as SLA compliance and CSAT), drive continuous improvement in support processes, and engagement while overseeing customer support tickets, including issue resolution, technical troubleshooting, and customer communication

THE OPPORTUNITY

Lead a Global Team: Foster a high-performance, customer-centric culture while managing scheduling and coverage across multiple time zones.
Own Support KPIs: Track, analyze, and improve key metrics (SLA adherence, first response time, resolution time, etc.) through data-driven insights.
Strategic Collaboration: Partner with Product, Configuration, and Engineering teams to ensure swift resolutions and drive product enhancements based on customer feedback.
Customer Escalations: Serve as the final escalation point for critical issues, offering technical and communication guidance to the team.
Team Development: Create growth plans, conduct performance reviews, and promote continuous learning and professional development.
Process Optimization: Refine and implement operational procedures to maximize efficiency, boost productivity, and enhance customer satisfaction.

THE SKILL SET

7+ years in technical support (3+ years managing or leading teams), ideally in a SaaS environment.
Proven history of building and guiding high-performing global support teams.
Exceptional leadership, communication, and strategic problem-solving skills.
Experience with CRM (Salesforce) and project management tools (JIRA, Teams, Azure).
Proficiency in T-SQL, PowerShell or comparable scripting utilitiesand Windows Server troubleshooting.
Familiarity with .NET/JAVA to understand code-level escalations.
Ability to develop robust analytics reports for continuous process improvement.

THE BENEFITS

Professional growth and Development opportunities.
Working within a team of friendly, skilled people where help is always within reach
Flexible working hours
4 recharge days, where the entire company goes on a brief pause in all geographies for 1 day each quarter. This day can be spent in whatever way helps you recharge, to regain energy, and dive back into the next workday
High-end laptop (Dell or Mac)
Competitive pay and bonus
18 vacation days in a year in addition to 15 days Sick Leave/ Casual leave per calendar year.
16 hours of paid volunteer time off per year
Wedding gift and newborn gift allowance for employees.
26 weeks of paid maternity leave and one week of paid paternity leave.
Health Insurance of up to 7 lacs for self, spouse, 4 dependent children, and parents. 100% of the premium is paid by Vendavo and it covers the employee, spouse, children, and their parents.
Group Term Insurance coverage up to three times of their Annual CTC . Dependents are not covered.
Group Personal Accident coverage up to three times of Annual CTC. Dependents are not covered.
Provident fund contributions

THE VENDAVO STORY Vendavo partners with the world’s leading companies to accelerate growth and profitability, advance innovation, and build more prosperous communities. Our powerful, cloud-based, AI-powered pricing, selling, and prescribing solutions empower global manufacturers and distributors to manage, optimize, and digitize their end-to-end commercial processes. But we offer so much more than software. Our proven, repeatable process, and passionate, experienced people accelerate value and drive profitable, unrivaled business outcomes for our customers. We are passionate about helping our customers deliver the right products, at the right prices, at the right time, for the right people.

OUR SAAS PRODUCTS Our B2B pricing and selling solutions include Vendavo Intelligent CPQ, Margin Bridge Analyzer, Profit Analyzer, Business Risk and Sales Alerts, Vendavo Sales Optimizer, Deal Price Optimizer, Vendavo Pricepoint, and Rebate & Channel Manager. You can learn more about our products here.

OUR FUNDINGWe are backed by two of the top high-tech private equity firms in the world, have excellent financial health, and boast the top SaaS retention in our space.

OUR CULTURE & YOUWe collaborate with our customers unlike any others in our industry. Anchored in our values (Move with Integrity, Be Clear, Win as One, Slove for the Customer, Build What’s Next), we are growing, constantly innovating, and consistently driving sustainable outcomes for our clients and partners.

Unlocking opportunities for our customers would not be possible without our employees. When you are part of Vendavo, you’re part of a company that’s committed to your growth and invested in your career. Diversity, inclusion, and celebration of community are at our core, and we come together to learn from each other and honor our commitments.

EMEA and California residents applying for positions at Vendavo can see our privacy policy here.

OUR TEAM IS GROWING. YOU WILL TOO.