Senior Manager, Customer Support Engineering

As a Senior Manager / Head of Customer Support in Enterprise SaaS, you will play a crucial role in building and scaling a high-performing support team for our fast-growing SaaS company. Your primary responsibilities will include driving strategy, leading global L1/L2 teams, and ensuring a world-class customer experience through technical depth, data-driven decisions, and operational excellence. To excel in this role, we are looking for someone with 10-15 years of experience in technical support/customer success, with at least 2 years of experience in leading managers. You should possess a strong understanding of SaaS and enterprise technologies such as APIs, SSO, and integrations. Proven leadership skills, a customer-first mindset, and familiarity with support tools like Salesforce, Freshworks, etc., are also essential for success in this position. This position is based in Pune, and the role typically follows a 2:00 PM to 10:00 PM IST schedule to align with global customer needs. However, some flexibility is expected based on business requirements and team priorities. If you are ready to lead with purpose and elevate support to a strategic advantage, we are excited to hear from you. Join us in creating exceptional customer experiences and driving the success of our SaaS company.,