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Kaseya is seeking a Senior Manager to lead the Bangalore technical support operation for Endpoint and Security products. This is a pivotal leadership role combining operational oversight with people management in a high-growth, AI-powered IT management and cybersecurity software company.
You will manage and develop a world-class L1 support organization of 35+ support engineers, serving as a resilient core function within Kaseya's global support organization. Key responsibilities include:
• Leadership & Culture: Collaborate across regional leaders to build a customer and people-first culture, shaping Kaseya's technical support long-term vision and driving operational excellence.
• Operations Management: Oversee team of 35+ support engineers, manage operational reviews, handle customer escalations, and drive overall customer experience improvements.
• Cross-functional Collaboration: Work closely with L2/L3 support teams, engineering, and sales to relay customer feedback, improve product offerings, and localize support strategies across regions.
• Data-Driven Decision Making: Leverage analytics and AI/ML tools to identify trends, forecast patterns, and guide strategic decisions. Measure ROI of support initiatives and continuously improve based on insights.
• Performance Management: Manage SLAs, CSAT, backlog, first-response rates, and lead high-severity incident response and critical customer escalations.
Required: 12+ years in global technical support operations, 5+ years directly managing enterprise support teams, proven track record with SLA/CSAT/FDR metrics, experience leading Sev-1 incidents, strong analytical skills with digital technologies. Kaseya, backed by Insight Partners, supports customers in 20+ countries and manages 15M+ endpoints globally.
