Manager, Technical Support Engineering (API)

Vonage
Department Icon IT / Software Development & Related
102+ Applicants
Posted: 1 year ago
2-10 years
Bengaluru / Bangalore, Karnataka
Work from Office
Posted: 1 year ago
|
Applicants: 102+
Job Description
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Job Description

Overview
We are looking for a Support Manager to lead, mentor, and support our technical support teams in the India region, ensuring they provide world-class service to our customers. This role involves close collaboration with Regional Managers (RMs) and is a great opportunity for a Team Lead eager to develop their leadership and management skills while continuing their technical growth.
The ideal candidate should have a strong technical background, experience in supporting cloud computing APIs and SDKs, and prior experience in leadership or mentoring.
Responsibilities
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  • Lead and manage a team of Support Engineers, including generalists, specialists, and experts.
  • Oversee career development, performance reviews, and OKR tracking for team members.
  • Handle customer escalations, coordinating communication between Support Engineers, Sales, internal teams, and customers.
  • Assist Regional Managers with scheduling, customer/internal tickets, and workload distribution.
  • Identify opportunities to improve processes, documentation, and support quality, working with Support Operations and Management to implement changes.
  • Analyze and enhance regional team performance, organization, and reporting, collaborating with RMs to implement improvements.
  • Lead and contribute to key projects.
  • Create and review documentation to ensure knowledge-sharing and process clarity.
  • Work with RMs to identify knowledge gaps and conduct quality reviews of tickets.
  • Organize team learning sessions, including process reviews, training, and ticket reviews.
  • Support hiring efforts alongside the RMs.
  • Act as a backup for RMs when needed, including scheduling, incident management, decision-making, and handling escalations.
  • Work flexible hours to support teams across different regions.
Required Skills

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  • 1+ years of experience in team leadership within Technical Support or related fields.
  • Strong analytical thinking and problem-solving skills with intellectual curiosity.
  • Excellent communication and interpersonal skills.
  • Proven ability to troubleshoot and resolve complex customer technical issues.
  • 2+ years of experience in enterprise technical support.
  • 2+ years of experience with CPaaS platforms or other related cloud management platforms.
Preferred (Nice-to-Have) Skills
  • 10+ years of technical support experience, with at least 1 year in a leadership role.

Skills

OperationsTechnical SupportIncident Management

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About Company

Vonage is an American publicly held business cloud communications provider. Headquartered in Holmdel Township, New Jersey, the company was founded in 2001 as a provider of residential telecommunications services based on voice over Internet Protocol.

Important dates & deadlines?

Application Deadline

09 May 25, 01:11 PM IST

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Manager, Technical Support Engineering (API)

Vonage

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