Manager- Technical Support

What is this role all about?

Sounds interesting?

Here's a more detailed description of what you will do in this role:

• You will own the reliability and operational health of enterprise customer deployments and ensure high platform availability.
• You will troubleshoot complex production issues across applications, infrastructure, databases, APIs, and integrations while driving timely resolutions.
• You will collaborate with enterprise customers and cross-functional teams to perform root cause analysis (RCA), implement permanent fixes, and improve platform reliability.
• You will write SQL queries, develop basic automation scripts, and configure Kapture products to improve operational efficiency and customer outcomes.
• You will proactively identify recurring issues, improve monitoring, support 24×7 operational readiness, and help maintain customer SLAs.

What does success look like in this role?

What would make you a good fit for this role?

Here are the basic requirements:

• You have strong troubleshooting and analytical skills with the ability to debug complex production issues.
• You have working knowledge of SQL and can analyze production data to investigate and resolve incidents.
• You have experience with scripting or programming using Java, Python, JavaScript, Bash, or similar technologies.
• You understand web applications, APIs, databases, distributed systems, and enterprise software environments.

What are the most critical skills for this role?

• You can effectively troubleshoot production issues across application, infrastructure, database, and integration layers.
• You communicate confidently with enterprise customers and internal stakeholders during critical incidents.
• You demonstrate strong ownership, problem-solving abilities, and can perform Root Cause Analysis (RCA) to drive long-term solutions.
• You can balance customer expectations while collaborating with Engineering, Product, QA, DevOps, and Customer Success teams.

You will have an advantage if you:

• You have prior experience supporting SaaS, CRM, or enterprise software products.
• You have worked in production support, incident management, and SLA-driven environments.
• You have experience developing automation scripts that improve operational efficiency.
• You enjoy working in fast-paced, customer-facing environments where reliability is business-critical.

Why should you be interested?

Here's what you will gain from this role:

• Work directly with some of the world's leading enterprise customers and solve large-scale production challenges.
• Build expertise in cloud-scale SaaS operations, Site Reliability Engineering, and enterprise customer success.
• Collaborate with high-performing Engineering, Product, DevOps, and Customer Success teams while influencing platform reliability.
• Accelerate your career by working on mission-critical systems that power AI-driven customer experience solutions used globally.

Does this sound like you?