Director, Support (Bengaluru)

Design and build the Bengaluru hub's organizational structure, including specialist and management roles, customer and product segmentation, and shift coverage models.

Establish the management infrastructure, operating rhythms, escalation frameworks, and quality standards needed to support sustainable headcount growth.

Develop managers and support engineers, set clear performance expectations, provide transparent feedback, and create pathways into global Support Engineering management roles.

Own performance against service-level targets, customer satisfaction, ticket quality, resolution metrics, and transparent reporting against global key performance indicators.

Experience managing technical support engineering or a closely related customer-facing technical function, including through a manager-of-managers structure.

Deep knowledge of supporting enterprise software as a service, including managing service-level obligations, tiered support models, escalation frameworks, and operational metrics.

Experience working in a distributed environment that combines asynchronous and synchronous collaboration, with clear written and verbal communication.

Familiarity with AI-assisted support tooling and experience introducing new tools or automation at scale.