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Customer Service
Support Engineering Manager
@Blackpoint%20cyber
[Hiring] Support Engineering Manager @Blackpoint%20cyber
Mar 06, 2025 - Blackpoint%20cyber is hiring a remote Support Engineering Manager. 💸 Salary: unspecified. 📍Location: India, Singapore.
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Role Description
We are seeking a Support Engineer Manager to lead our technical support team in delivering exceptional customer support. This role requires a blend of technical expertise, leadership, and process improvement to manage support operations effectively. The ideal candidate will have experience managing a multi-tiered support organization, handling escalations, optimizing support automation, and working closely with engineering and product teams to enhance customer experience.
- Lead, mentor, and develop a team of support engineers across Tier 1, Tier 2, and Tier 3 levels.
- Establish and refine escalation processes to ensure timely and effective resolution of complex issues.
- Foster a customer-centric support culture that prioritizes responsiveness, accuracy, and continuous improvement.
- Monitor and improve team performance through key performance indicators (KPIs), training programs, and process enhancements.
- Drive strategic initiatives to scale the support team effectively in a high-growth environment.
- Oversee the resolution of complex technical issues related to software applications, APIs, cloud services, and microservices architecture.
- Act as the final escalation point for high-priority incidents, collaborating with engineering and QA teams to drive resolution.
- Ensure adherence to service level agreements (SLAs) and maintain a high standard of customer satisfaction.
- Identify recurring technical issues and work proactively with engineering to prevent future occurrences.
- Implement and optimize support workflows using automation tools such as Zendesk triggers, macros, and AI-driven solutions.
- Develop proactive monitoring, alerting, and troubleshooting strategies to reduce incident volume and improve response times.
- Leverage data analytics to identify trends, enhance problem resolution strategies, and drive efficiency improvements.
- Continuously evaluate and enhance self-service options, including chatbots and automated troubleshooting workflows.
- Partner with Product, Engineering, and QA teams to report software defects, contribute to product improvements, and enhance supportability.
- Collaborate with DevOps and cloud operations teams to refine support strategies for cloud-based services.
- Provide insights and feedback to improve software design, user experience, and technical documentation.
- Advocate for customers by ensuring their feedback influences product roadmap decisions.
- Oversee the creation and maintenance of internal and customer-facing knowledge bases.
- Ensure documentation is up to date for troubleshooting guides, FAQs, and standard operating procedures (SOPs).
- Promote knowledge sharing within the team through structured training sessions, mentorship, and peer-to-peer collaboration.
Qualifications
- 5+ years of experience in technical support, software support, or IT support leadership roles.
- Strong background in software troubleshooting, including APIs, microservices, cloud services (AWS, Azure), and Kubernetes.
- Experience with support tools like Zendesk, JIRA, Datadog, Grafana, Retool, and automation platforms (Zapier, Tines, n8n).
- Proficiency in scripting languages such as Python, Bash, or PowerShell for automating support tasks.
- Familiarity with SQL, Linux, Windows, networking (DNS, DHCP, VLANs), and security best practices.
- Exceptional analytical and problem-solving skills with a track record of driving process improvements.
- Strong leadership, mentoring, and coaching abilities.
- Excellent communication skills, capable of explaining complex technical concepts to both technical and non-technical stakeholders.
Preferred Qualifications
- Experience managing multi-tiered technical support teams in a SaaS or cloud-based environment.
- Knowledge of DevOps methodologies, CI/CD, and infrastructure-as-code (Terraform, Kubernetes, AWS Lambda).
- Prior experience with customer success initiatives and technical account management.
- Relevant certifications such as CompTIA Security+, AWS Certified Solutions Architect, ITIL, or similar.
Benefits
- Competitive Health, Vision, Dental, and Life Insurance plans.
- Robust 401k plan.
- Discretionary Time Off.
- Other minor perks.
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| 📍 | Be aware of the location restriction for this remote position: India, Singapore |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
India, Singapore
|
|
Job Type
full-time
|
Posted
Mar 06, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: India, Singapore |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
