Manager, Technical Services

We’re in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. Here, you lead with innovative thinking, grow along with us, and join the smartest team in the industry.

This type of work—work that changes the world—is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us.

As the Manager of Technical Services, you will build, mentor, and scale our 24x7 front-line engineering team in Bangalore to deliver rapid, high-impact resolution for global enterprise customers. In this high-visibility role, you will partner closely with Engineering, Product Management, and Global Support teams to modernize support workflows and eliminate operational bottlenecks. Your mission is to cultivate a culture of technical excellence and continuous innovation, ensuring our customers experience seamless reliability across their storage environments.

• Scale and Develop Engineering Talent: Lead, coach, and empower a high-performing technical support team through tailored career pathing, rigorous performance management, and continuous technical upskilling.

• Optimize 24x7 Operational Performance: Establish scalable operational workflows, shift schedules, and process improvements across the 24x7 array monitoring function to elevate resolution speed and service quality KPIs.

• Orchestrate Cross-Functional Escalations: Serve as the escalation leader for critical customer issues, coordinating seamlessly with Engineering, Product Management, and Customer Success to deliver swift technical solutions.

• Drive Strategic Quality Initiatives: Translate customer telemetry and operational insights into actionable documentation, proactive monitoring enhancements, and product improvement recommendations.

WHAT YOU BRING

• Engineering People Leadership: Proven ability to recruit, grow, and inspire technical support or service delivery teams within high-growth, fast-paced technology organizations.

• Incident Management & Technical Aptitude: Expertise in triaging complex hardware and enterprise software issues, paired with functional knowledge of enterprise operating systems (such as Linux, VMware, or Windows) and IT service management principles.

• Operational Excellence & Agility: Strong track record of implementing process improvements, managing flexible 24x7 shift operations, and participating in leadership on-call rotations to maintain continuous service availability.

• Cross-Functional Collaboration & Communication: Exceptional stakeholder management skills with the ability to navigate complex escalations and align business units around customer success.

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