Saas Support Manager

Dover India; Bengaluru Urban; On-site; INR 2,800,000 - 4,000,000; Full time

Job summary

Dover India in Bengaluru is seeking a SaaS Support Manager to lead and scale our technical operations for on-site teams across SaaS software and IoT domains.

With 13–15 years of experience, you will drive CSAT, FCR, backlog health, mentor L1/L2 engineers, and align with Product and DevOps to prioritize fixes and enhancements.

The role is based in Bangalore on-site with responsibility for cross-functional collaboration and customer satisfaction.

Qualifications

• Lead and upskill L1/L2 Technical Operation Engineers for SaaS SW and IoT issues.
• Establish and report on key support metrics, CSAT, FCR, backlog health.
• Serve as primary escalation point for onboarding and high-priority issues.
• Collaborate with Product and DevOps to prioritize bug fixes and enhancements.

Responsibilities

• Lead the operations team and oversee service delivery.
• Manage self-service and deflection to reduce ticket volumes.
• Improve issue resolution effectiveness.
• Drive support efficiency and speed.
• Ensure customer satisfaction and quality.

Skills

Team Leadership

Operational Excellence

Escalation Management

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

Location:

Bangalore

Roles & Responsibilities:

• Team Leadership & Operations
• Self-Service & Deflection
• Issue Resolution Effectiveness
• Support Efficiency & Speed
• 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.