Technical Support Manager

Technical Support Manager

Company Overview: Komprise is an enterprise SaaS specializing in analytics-driven unstructured data management. Komprise founders started the company to address a gap in innovation for managing massively growing volumes of unstructured data which was creating complexity and stretching IT budgets from the endless need to buy more storage. Komprise Intelligent Data Management is one platform to analyse, move and manage unstructured data. We work with large enterprises across many sectors so they can optimize storage and backup costs, automate AI data workflows, reduce compliance and security risks and gain greater value from file and object data

Job Summary: We are looking for an experienced Technical Support Manager to lead our Bangalore-based support team in delivering world-class enterprise support to Komprise customers across North America. This is a high-impact leadership role for someone who thrives at the intersection of technical depth, operational discipline, and customer advocacy.

You will manage a team of 5-10 Technical Support Engineers (TSEs) operating within a tiered L1/L2/L3 support model and a follow-the-sun coverage framework. You will own team performance, quality, escalation management, and continuous improvement, reporting directly to the Director of Support. This position is based in our Bangalore office and requires working during Eastern Time (ET) hours.

Key Responsibilities:

Team Leadership & Performance
• Lead weekly team meetings, monthly 1:1s, and structured performance reviews covering KPIs, SLA adherence, CSAT, and backlog trends.
• Drive a culture of accountability through regular ticket QA, calibrated coaching, personalized development plans, and clear recognition and underperformance processes.
• Own onboarding for new hires and continuously identify training needs across product, tooling, troubleshooting, and soft skills — maintaining playbooks and reference documentation.

Queue Management & Escalation
• Oversee support queues across Jira and Freshdesk, ensuring SLA compliance, balanced workload distribution, and timely resolution of high-severity issues.
• Serve as the primary escalation point for P1/P2 enterprise incidents — leading bridge calls, owning customer communication end-to-end, and driving post-incident RCAs into process improvements.

Workforce & Capacity Management
• Manage scheduling, coverage, and time-off to support SLA commitments and follow-the-sun requirements, with proactive staffing forecasts based on volume trends.

Operations, Quality & Process Improvement
• Audit ticket interactions for quality and accuracy; use findings to drive continuous improvement in support delivery and knowledge base completeness.
• Identify process inefficiencies and implement measurable solutions, evaluating tools and collaborating cross-functionally with CS, Product, and Sales to streamline workflows.

Reporting & Insights
• Generate and present regular performance reports to leadership, synthesizing customer feedback, escalation trends, and support data into actionable insights for Product and Engineering.
• Cascade org goals to the team, define aligned individual objectives, and partner with Customer Success to ensure a seamless experience for strategic accounts.

Required Qualifications

• 15+ years in technical or customer support within enterprise software or SaaS; 5+ years managing technical support teams of 10 or more.
• Deep familiarity with support KPIs (CSAT, FRT, FCR, MTTR, SLA adherence, escalation rates) and tiered support models (L1/L2/L3), including follow-the-sun operations.
• Proven track record handling enterprise escalations and high-severity incidents with executive-level stakeholders.
• Hands-on experience with JIRA and Freshdesk; strong analytical skills to turn support data into operational action.
• Excellent written and verbal communication in English; comfortable presenting to senior leadership and engaging directly with enterprise customers.
• Demonstrated ability to build high-performing teams through structured coaching, performance management, and recognition.
• Flexibility to work US Eastern Time hours from Bangalore.

Preferred Qualifications

• Domain Experience: Experience supporting infrastructure, storage, data management, or cloud software products, ideally in regulated industries.
• Support Operation methodologies: Familiarity with ITIL or formal support operations methodologies.
• Execution: Experience building or scaling support in a high-growth SaaS environment.
• AI/Automation: Exposure to AI/automation in support operations (chatbots, intelligent routing, knowledge surfacing).
• Education: Bachelor’s in Computer Science, Engineering, or equivalent experience.

How to Apply: Submit your resume highlighting your relevant experience to: india_careers@komprise.com.