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Alation is a data intelligence platform company that helps enterprises drive self-service analytics, cloud transformation, data governance, and AI innovation. The company has raised over $340M in funding, is valued at $1.7B+, and serves more than 650 customers including 40% of the Fortune 100.
As Manager of Technical Support, you will lead the day-to-day operations of a team of senior-level Technical Support Engineers based in Chennai (hybrid model). You are a key leader in the customer success organization, responsible for directly monitoring and driving improvements to team-level metrics and KPIs, serving as an escalation point for customers and internal teams, and optimizing support processes and tools.
Key responsibilities include:
- Managing a team of senior-level Technical Support Engineers
- Developing capacity forecasts and resource allocation models to ensure proper coverage
- Driving the scaling, onboarding, and ongoing specialization of the team
- Implementing innovative processes to increase support efficiency and customer satisfaction
- Handling customer escalations and assisting with troubleshooting and incident triaging
- Managing the support backlog to ensure SLAs and KPIs are met
- Partnering with Engineering and Product teams to prioritize issues and improvements
- Working in shifts to align with global customer timezones
- Cross-functional collaboration with engineering, QA, DevOps, product management, and sales
Requirements:
- 8-12 years of enterprise application support or operations experience, supporting customers in On Premise, Cloud, and Hybrid setups
- Minimum 3-5 years of people management experience
- Prior experience managing teams of frontline and senior-level Support Engineers
- Solid understanding of data platforms, data management, analytics, or the BI space
- Excellent communication skills with ability to discuss complex technical concepts with customers, engineers, and product managers
- Self-starter with strong creative problem-solving, facilitation, and interpersonal skills
- First-hand leadership experience in a global organization, partnering with regional managers and leads
- Experience troubleshooting Linux and running shell commands
- Understanding of Relational Databases (Oracle, Postgres); SQL is required
- Willingness to work shifts to cover global customers
Desirable experience:
- Postgres database internals
- Elasticsearch, NoSQL, MongoDB
- Hadoop Ecosystem (Hive, HBase)
- Cloud technologies and frameworks (Kubernetes, Docker)
- Experience scoping or building tooling to improve support experience
