Saas Support Manager

Dover India; Bengaluru; On-site; INR 3,500,000 - 7,000,000; Full time

Job summary

Dover India is seeking a SaaS Support Manager with 13–15 years of experience to lead L1/L2 technical operation engineers, manage end-to-end site onboarding, and guide complex SaaS and IoT issues.

You will drive service quality, metrics like CSAT and FCR, oversee escalation handling, and partner with Product and DevOps to prioritize fixes and improvements.

Qualifications

• Experience leading L1/L2 technical operation engineers handling end to end Site onboarding assistance (device linking and troubleshooting).
• Ability to establish, monitor and report on CSAT, FCR and backlog health metrics.
• Act as the primary escalation point for high-priority issues and guide the team toward swift resolution.
• Drive cross-functional collaboration with Product and DevOps/Engineering to prioritize bug fixes and product enhancements.

Responsibilities

• Lead, mentor and upskill the site onboarding and technical operation engineers.
• Own self-service and deflection initiatives to reduce escalations and improve resolution times.
• Resolve complex SaaS and IoT issues with a focus on customer satisfaction and quality.
• Collaborate with Product and DevOps to align on defects, fixes and product improvements.

Skills

Team Leadership

Operational Excellence

Escalation Mgmt

Engineering Alignment

Job description

About Dover: Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible.

Designation: SaaS Support Manager

Experience: 13-15 Years

• Team Leadership & Operations
• Self-Service & Deflection
• Issue Resolution Effectiveness
• Customer Satisfaction & Quality

Must Have Skills:

• Team Leadership: Manage, mentor, and upskill L1/L2 Technical Operation Engineers handling end to end Site onboarding assistance (device linking and troubleshooting) and complex SaaS SW and IoT issues.
• Operational Excellence: Establish, monitor, and report on key support metrics, including customer satisfaction (CSAT), first contact resolution (FCR), and backlog health.
• Escalation Management: Act as the primary escalation point for Site onboarding assistance, high-priority customer issues, guiding the team toward swift resolution.
• Engineering Alignment: Drive cross-functional collaboration with Product and DevOps/Engineering teams to prioritize bug fixes and product enhancements based on support trends.