Associate Director - Solutions Engineering

About MoEngage:

MoEngage is an insights-led customer engagement platform trusted by 1,350+ global consumer brands, including McAfee, Flipkart, Dominos, Nestle, Deutsche Telekom, and OYO. MoEngage combines data from multiple sources to help brands gain a 360-degree view of their customers. MoEngage Analytics arms marketers and product owners with insights into customer behavior.

Brands can leverage MoEngage Personalize to orchestrate journeys and build 1:1 conversations across the website, mobile, email, social, and messaging channels. MoEngage Inform, the transactional messaging infrastructure, helps unify promotional and transactional communication to a single platform for better insights and lower costs. MoEngages AI Suite helps marketers develop winning copies and creatives, optimize campaigns and channels that boost engagement, and help with faster execution.

For over a decade, consumer brands in 60+ countries have been using MoEngage to power digital experiences for over a billion monthly customers. With offices in 15 countries, MoEngage is backed by Goldman Sachs Asset Management, B Capital, Steadview Capital, Multiples Private Equity, Eight Roads, F-Prime Capital, Matrix Partners, Ventureast, and Helion Ventures.

MoEngage was named a Contender in The Forrester Wave: Real-Time Interaction Management, Q1 2024 report, and Strong Performer in The Forrester Wave 2023 report. MoEngage was also featured as a Leader in the IDC MarketScape: Worldwide Omni-Channel Marketing Platforms for B2C Enterprises 2023.

Position Overview:

We are looking for a dynamic and experienced leader to lead a segment of our technical support function at MoEngage. As an Associate Director, you will play a pivotal role in shaping and evolving the support strategy, while managing a talented team of professionals. The ideal candidate will possess a strong background in technical support management, an innovative mindset, and the ability to drive improvements in customer satisfaction and team efficiency. You should have a long-term vision for scaling support capabilities, incorporating AI/ML technologies, and building a world-class support team.

Roles and Responsibilities:

1. Team Leadership & Development: Lead, mentor, and manage a team of 25+ support professionals, including 2 managers who report directly to you. Hire and build a high-performing team to support MoEngages global customers.
2. Operational Efficiency: Elevate the efficiency of the tech support team by optimizing processes, implementing best practices, and introducing innovative solutions. Ensure that the team is equipped to deliver outstanding support in line with MoEngages customer-first philosophy.
3. AI/ML Integration: Integrate Artificial Intelligence and Machine Learning capabilities into the support ecosystem to enhance automation, improve customer satisfaction, and drive efficiency. Stay ahead of industry trends and leverage technology to build smarter support systems.
4. Customer Experience: Focus on delivering exceptional customer service by refining existing support processes, minimizing response times, and ensuring that all technical issues are resolved promptly and effectively.

5. Collaboration with Product & Engineering Teams: Work closely with the Product and Engineering teams to understand product changes, new features, and the technical challenges faced by customers. Use this knowledge to proactively identify potential support issues and implement solutions.
6. Global Perspective: You will be responsible for ensuring consistent and high-quality support across MoEngages global customer base. Youll help tailor support strategies to meet regional and customer-specific needs.

Requirements:

• 15+ years total experience with a minimum of 7+ years of experience leading/managing technical support queues and leading managers in the past.
• Proven experience in a senior leadership role within a technical support function, ideally in a SaaS or technology company.
• Strong expertise in building and scaling technical support teams, with a focus on driving performance and efficiency.
• Demonstrated experience in envisioning and executing long-term strategies for the evolution of tech support.
• Ability to incorporate AI/ML into the support ecosystem and leverage emerging technologies to enhance the customer experience.
• Excellent problem-solving skills and the ability to navigate complex technical challenges.
• Strong leadership skills with the ability to inspire, mentor, and develop high-performing teams.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively across multiple teams and with senior leadership.
• Prior experience in managing large, diverse teams in a high-growth environment.
• Experience interacting directly with customers in a technical context.
• Superior communication and interpersonal skills.
• An innate desire to provide amazing customer experiences, with an ability to learn new technologies quickly.

At MoEngage, we respect and value differences. We believe that when people from diverse backgrounds and perspectives collaborate, we create the most value for our clients, our employees, and society. We embrace diversity and uphold a strong set of values. We are committed to inclusivity and take pride in providing equal opportunities for success and growth.

Employment at MoEngage is based solely on professional competence, skills, and experience. We stand firmly against all forms of discrimination and support equal rights and opportunities regardless of gender, ethnicity, abilities, age, identity, orientation or expression, marital status (including pregnancy), religion and beliefs, or any other status protect ed by law.

It is our policy to comply with all applicable national, state, and local laws related to non-discrimination and equal opportunity. MoEngage is truly a place where everyone can bring their passions, authentic selves, and talents to work, collaborating to drive progress and solve meaningful challenges.

Why Join Us!

At MoEngage, we are passionate about our team and technology - see below to know more about us.

Life@MoEngage

Tech@MoEngage

Scale @MoEngage

We handle more than a billion messages every day. Rest assured, you will be surrounded by really smart and passionate people as we scale much more to build a world-class technology team.