Manager, Technical Support

Alation
Chennai
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 8-12 yearsSkills: ["Communication","Troubleshooting","Creative problem-solving","Facilitation","Interpersonal skills"]

Lead the day-to-day operations of a team of senior Technical Support Engineers in a customer-facing role. Monitor and improve team KPIs, drive support efficiency through process and tooling enhancements, and manage escalations and troubleshooting for incidents. Partner cross-functionally with Engineering, QA, DevOps, Product, and Sales to prioritize issues and ensure Support SLAs are met. Work shifts aligned to customer time zones.

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FursaFursa
Alation
Alation
14 hours ago

Manager, Technical Support

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Last checked: 11 minutes agoStatus: Live

Job Summary

Lead the day-to-day operations of a team of senior Technical Support Engineers in a customer-facing role. Monitor and improve team KPIs, drive support efficiency through process and tooling enhancements, and manage escalations and troubleshooting for incidents. Partner cross-functionally with Engineering, QA, DevOps, Product, and Sales to prioritize issues and ensure Support SLAs are met. Work shifts aligned to customer time zones.
Location: Chennai
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Manage a team of senior-level Technical Support Engineers.
  • •Develop capacity forecasts and resource allocation models to ensure proper coverage.
  • •Drive team scaling, onboarding, and ongoing specialization.
  • •Handle customer escalations, troubleshooting, and incident triaging.
  • •Maintain Support SLAs and KPIs by managing the support backlog and partnering with Engineering and Product to prioritize improvements.

Key Requirements

  • •8-12 years of enterprise application support or operations experience supporting customers in On Premise, Cloud, and Hybrid setups.
  • •3-5 years of people management experience, including leading frontline and senior-level Support Engineers.
  • •Solid understanding of data platforms and the data/analytics/BI space.
  • •Experience troubleshooting Linux and running shell commands; strong ability to communicate complex technical concepts.
  • •Understanding of relational databases (Oracle, Postgres) with SQL as a must.
Experience:8-12 yearsEnterprise softwareCloudHybridData platformsData managementAnalyticsBI
Skills:CommunicationTroubleshootingCreative problem-solvingFacilitationInterpersonal skills
Tech Stack:LinuxShell commandsSQLOraclePostgresPostgres (DB internals)ElasticsearchNoSQLMongoDBHadoopHiveHBaseKubernetesDockerData platformsData managementAnalyticsBI

Company Brief

Alation
Provides a data catalog and data intelligence platform that helps enterprises find, understand, trust, and use their data for analytics, governance, and BI initiatives.
Industry: Data Infrastructure
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Funding: Series D
Headquarters: Redwood City, United States
Founded: 2012
Glassdoor
Glassdoor: 4.0
WebsiteLinkedIn