Senior Manager- Technical Product Support
About Kaseya
Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organizations efficiently manage, secure, and automate their IT environments, driving operational efficiency and long-term business success.
Backed by Insight Partners, a leading global software investor, Kaseya has experienced sustained double-digit growth and continues to expand its global footprint. Today, Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide.
Founded in 2000, Kaseya has built a culture centered around innovation, accountability, and results. We are a high-growth, high-performance organization that values individuals who are driven, adaptable, and committed to delivering exceptional outcomes for our customers and teammates alike.
At Kaseya, success comes from embracing challenges, moving with urgency, and continuously raising the bar.
Job Description-
We are seeking a dynamic and experienced Senior Manager, to lead our Bangalore technical support operation for backup and storage products. This senior role is pivotal in shaping the future of our support organization, combining operational oversight with people leadership.
Key Responsibilities:
Leadership across cultures: Collaborate across regional leaders and build a customer and people first culture team by shaping and driving Kaseya technical support long-term vision.
Manage L1 Technical Support: Manage and develop a world class L1 support organization as a resilient and core function of Kaseya global support org.
Operations Management: Responsible for managing a team of 35+ support engineers, operational reviews, customer escalations and overall customer experience
Cross-function collaboration: Work closely with L2 and L3 support team, engineering and sales to relay customer feedback and improve offerings. Partner with regional teams to localize support strategies where needed.
Data-Driven Decision-Making: Use analytics, AL/ML tools to identify/forecast trends, patterns and guide strategic decisions. Measure ROI of support initiatives and continuously improve based on insights
Qualifications and Skills:
- Senior leader with 12+ years of relevant experience handling global technical support teams and customer escalations across regions.
- Strong analytical skills and Digital technologies with the ability to translate support trend into actionable decisions.
- Excellent executive communication and presentation skills.
- Process optimization and understanding of industry level process, trends and technology.
Additional information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.