Manager, Technical Support

automationanywhere; Bengaluru; Hybrid; INR 2,500,000 - 4,200,000; Full time

Job summary

Automation Anywhere is seeking a dynamic Manager, Technical Support to lead a team of skilled support engineers in a 24x7 Enterprise Support environment. The role demands strong leadership and collaboration with Engineering, Product Management, and Customer Success to enhance product supportability.

You will drive timely issue resolution, improve processes, and mentor team members across time zones while maintaining high CSAT and SLA performance.

Qualifications

• 10+ years in technical support, with at least 3 years in a leadership role.
• Strong understanding of enterprise software, SaaS platforms, and cloud technologies.
• Experience with automation, RPA, or AI-based platforms is a plus.
• Excellent problem-solving, communication, and interpersonal skills.
• Proven ability to manage escalations and work under pressure.
• Bachelor's degree in computer science, Engineering, or a related field.

Responsibilities

• Lead and mentor a team of technical support engineers across multiple time zones.
• Ensure timely and high-quality resolution of customer issues, meeting SLAs and CSAT goals.
• Collaborate with Engineering, Product Management, and Customer Success teams to drive product improvements and customer satisfaction.
• Analyze support trends and metrics to identify areas for process and product improvement.
• Develop and maintain knowledge base articles and support documentation.
• Drive operational excellence through automation, tooling, and process optimization.
• Participate in hiring, onboarding, and performance management of team members.

Skills

Leadership

Communication

Problem-solving

Interpersonal skills

Escalation management

Education

Bachelor's degree in computer science or related field

Tools

Salesforce

Jira

Confluence

Monitoring platforms

Job description

About Us

Automation Anywhere is the leader in Agentic Process Automation (APA), transforming how work gets done with AI-powered automation. Its APA system, built on the industry's first Process Reasoning Engine (PRE) and specialized AI agents, combines process discovery, RPA, end-to-end orchestration, document processing, and analytics-all delivered with enterprise-grade security and governance. Guided by its vision to fuel the future of work, Automation Anywhere helps organizations worldwide boost productivity, accelerate growth, and unleash human potential.

Job Title: Manager, Technical Support

Location: Bengaluru, India (Hybrid)

Department: Customer Support

Reports to: Director, Customer Support

Our Opportunity

We are seeking a dynamic and experienced Manager, Technical Support, to lead a team of skilled support engineers in a 24x7 Enterprise Support environment. This role is critical in ensuring world-class customer experiences by driving timely resolution of technical issues, fostering a culture of continuous improvement, and collaborating cross-functionally to enhance product supportability. This role requires flexibility in working hours based on business needs.

You will make an impact by being responsible for:

• Lead and mentor a team of technical support engineers across multiple time zones.
• Ensure timely and high-quality resolution of customer issues, meeting SLAs and CSAT goals.
• Collaborate with Engineering, Product Management, and Customer Success teams to drive product improvements and customer satisfaction.
• Analyze support trends and metrics to identify areas for process and product improvement.
• Develop and maintain knowledge base articles and support documentation.
• Drive operational excellence through automation, tooling, and process optimization.
• Participate in hiring, onboarding, and performance management of team members.

You will be a great fit if you have:

• 10+ years of experience in technical support, with at least 3 years in a leadership role (Management role).
• Strong understanding of enterprise software, SaaS platforms, and cloud technologies.
• Experience with automation, RPA, or AI-based platforms is a plus.
• Excellent problem-solving, communication, and interpersonal skills.
• Proven ability to manage escalations and work under pressure.
• Bachelor's degree in computer science, Engineering, or a related field.

Preferred Skills

• Familiarity with tools like Salesforce, Jira, Confluence, and monitoring platforms.
• ITIL certification or experience with ITSM frameworks.
• Experience working in a global support environment.

All unsolicited resumes submitted to any @automationanywhere.com email address, whether submitted by an individual or by an agency, will not be eligible for an agency fee.