Senior Manager-Frontline Support Engineering

Key Responsibilities

• Operational Leadership
  • Lead and manage front-line support teams to deliver high-quality, timely, and customer-centric support.
  • Proactively troubleshoot issues, support root cause analysis, manage executive communications.
  • Own the P1/P2 incident response process, driving rapid remediation within restricted environments.
  • Establish and monitor KPIs (e.g., SLA adherence, response time, CSAT, ticket backlog).
  • Ensure 24/7 support coverage where applicable, including workforce planning and scheduling.
  • Proactively monitor local telemetry and performance metrics (TPS, latency drift) using Prometheus or similar tools to identify bottlenecks before they impact production.
• Team Management & Development
  • Hire, coach, mentor, and retain top support talent.
  • Build career paths, training programs, and succession plans for team members.
  • Foster a culture of accountability, collaboration, and continuous learning.
• Customer Experience Excellence
  • Drive initiatives to improve customer satisfaction and reduce friction in support interactions.
  • Act as an escalation point for critical or high-impact customer issues.
  • Implement feedback loops to capture customer insights and improve service delivery.
• Process Optimization & Automation
  • Identify and implement process improvements to increase efficiency and reduce resolution time.
  • Leverage tools (ticketing systems, AI/automation, knowledge bases) to enhance productivity.
  • Establish standard operating procedures (SOPs) and best practices.
• Cross-Functional Collaboration
  • Partner with Product, Engineering, and Operations teams to resolve systemic issues and improve product quality.
  • Provide actionable insights from support data to influence product roadmap and defect prioritization.
• Reporting & Analytics
  • Develop dashboards and reports to track performance metrics and operational health.
  • Use data-driven insights to guide decisions, forecast demand, and manage capacity.
  • Present performance updates to senior leadership.
• Compliance & Risk Management
  • Ensure adherence to company policies, data security standards, and regulatory requirements.
  • Maintain audit readiness and documentation standards.

Required Qualifications

• 5+ years of experience in leadership role managing Front-line (L1) support teams.
• Experience with Infrastructure as Code (Terraform, GCP Cloud Deployment Manager, AWS CloudFormation) to provision, replicate, and tear down customer cloud environments in internal sandboxes.
• Proficiency in at least one programming language (e.g., Python, Java, Go).
• Proven track record of improving operational metrics (SLAs, CSAT, resolution time).
• Experience with support platforms (e.g., ServiceNow, Zendesk, Salesforce Service Cloud).
• Experience with Observability & Monitoring Tools such as AppDynamics, Grafana, Prometheus, Splunk etc.
• Experience working with Azure, GCP and or AWS cloud.
• Strong analytical skills with experience in reporting and performance management.
• Excellent communication, stakeholder management, and conflict resolution skills.
• Ability to operate in a fast-paced, high-growth, or matrixed environment.