Director of Technical Support

VettedBench; India; On-site; INR 4,200,000 - 6,600,000; Full time

Job summary

VettedBench in Hyderabad seeks a seasoned India Support leader to guide a 24-person team now and scale it as the business grows. You will develop managers, team leads, and support engineers; own executive escalations; and build a strong leadership bench in Hyderabad.

You will partner with regional directors, Engineering, Product, Sales, Customer Success, People and Finance to deliver one global support experience, oversee a 24x7 operation, and participate in a critical escalation rotation with

Qualifications

• 8+ years in enterprise technical or application support.
• 4+ years leading managers or multiple teams.
• Experience running 24x7 or follow-the-sun operations across countries/time zones.
• Track record improving support performance (SLAs/backlog/CSAT/escalations).
• Executive-level leadership during severe incidents and complex escalations.
• Experience hiring and developing leaders, managing performance, and retention.

Responsibilities

• Lead the India Support organization and drive growth of the team.
• Own executive escalations and critical incident management.
• Partner with regional directors and cross-functional teams (Engineering, Product, Sales, CS, People, Finance).
• Develop managers, team leads, and support engineers; build leadership bench in Hyderabad.
• Oversee 24x7 support operation with overlap across time zones and escalation rotation.
• Travel 2–3 times per year for customer and team meetings.

Skills

Leadership

24x7 ops

Executive escalations

Team development

Budget planning

Cross-functional collaboration

English communication

Education

Bachelor's degree or equivalent experience

Tools

AI-assisted workflows

Root-cause analysis tooling

Job description

You will lead the full India Support organization, which currently has 24 team members reporting through this position and is expected to grow by approximately 100 percent over the next 12 months. You will develop managers, team leads, and support engineers; own executive escalations; and build a strong Hyderabad leadership bench. You will partner with the other Regional Directors and with Engineering, Product, Sales, Customer Success, People, and Finance to deliver one global support experience.This role is based in our Hyderabad office and requires a minimum of three days per week on site, with closer to five days strongly preferred. It leads a 24x7 support operation, requires planned overlap with global leaders and participation in a critical escalation rotation, and includes travel two or three times per year for customer and team meetings.

YOUR EXPERIENCE

• 8+ years in enterprise technical or application support, including 4+ years leading managers, team leads, or multiple support teams.
• Experience owning a 24x7 or follow-the-sun support operation across countries, time zones, or product lines.
• A record of improving support performance using service levels, backlog health, time-to-resolution, customer satisfaction, escalation, quality, and workforce data.
• Executive-level customer leadership during severe incidents, complex escalations, and at-risk account situations.
• Experience hiring and developing leaders, managing performance, building succession plans, and retaining strong technical talent.
• Workforce, headcount, and budget planning experience for a support region or business unit.
• Strong technical judgment across operating systems, databases, networking, APIs, cloud and on-premises environments, and enterprise software integrations.
• Experience partnering with Engineering and Product on root-cause analysis, defect prioritization, product quality, and systemic improvement.
• Demonstrated success leading organizational change, process improvement, and adoption of support technology or AI-assisted workflows.
• Clear written and spoken English, with the ability to translate between technical teams, customer executives, and business leaders.
• Bachelor's degree or equivalent relevant experience.
• Ability to work from the Hyderabad office at least three days per week, with more frequent office presence preferred, and to travel two or three times per year.