Senior Manager, Technical Support

Cacheflow; Bengaluru; On-site; INR 4,000,000 - 6,000,000; Full time

Job summary

Kong is seeking a Senior Manager, Technical Support Engineering to lead a 6–10 person TSE team delivering enterprise-grade support for API, cloud and SaaS customers. You will coach, escalate, and coordinate with Product and Engineering while championing customer success.

You'll drive process improvements, manage escalations, and collaborate with CX, product and engineering teams to ensure robust, scalable support in production and pre-production environments.

Qualifications

• 10+ years of experience in Technical Support, Customer Engineering, Solutions Engineering, SRE, SaaS, cloud infrastructure, or enterprise software.
• 3+ years managing technical teams, preferably teams supporting enterprise customers.
• Strong leadership skills with the ability to guide teams through periods of high growth
• Strong ability to multi-task and prioritize tasks in fast paced environment, real-time environment
• Strong understanding of enterprise technologies such as APIs, networking, cloud infrastructure, Kubernetes, containers, and distributed systems.
• Demonstrated experience handling high-severity customer escalations and production-impacting issues.
• Strong proficiency with tools commonly used in a business environment including Salesforce service cloud CRM, JIRA and Confluence
• Strong analytic skills with the ability to identify trends and present information in a succinct and actionable manner
• Strong communication proficiency and skilled at offering both verbal and written feedback to agents
• Bachelor’s degree or relevant experience is highly preferred

Responsibilities

• Manage a team of 6 to 10 TSE’s who are servicing the requests and ongoing needs of our customers
• Provide daily direction through coaching, one-on-ones and quality feedback to employees so that requests are handled in a timely, efficient and knowledgeable manner
• Provide continual evaluation of processes and procedures.
• Responsible for suggesting new methods to streamline operations through improved processes and additional technology
• Work cross-functionally with customer experience, product and engineering teams to continuously improve the customer experience using Kong products
• Manage customer escalations and performance management of the TSE team
• Work as a member / leader of special or ongoing projects that are important to the TSE team

Skills

Technical leadership

Team management

APIs

Kubernetes

Containers

Cloud infrastructure

SRE

SaaS

Customer engineering

Salesforce Service Cloud

JIRA

Confluence

Communication

Education

Bachelor's degree or relevant experience

Tools

Salesforce Service Cloud

JIRA

Confluence

Job description

Are you ready to unlock intelligence?

Are you ready to join the API revolution?

About the role:

You will be working at a dynamic and fast paced Startup as a manager in the Technical Support Engineering (TSE) team. This team is responsible for assisting Kong customers in resolving complex technical issues in production and pre-production environments.

The Sr. Manager, Technical Support Engineering is responsible for managing a team that provides high quality service to Kongs customers. This individual will thrive while motivating, recognizing and rewarding, coaching and training members of the team. They will act as an escalation point for customers that require managerial intervention and will work to provide robust feedback and guidance to our Product and Engineering teams while being a voice for our customers, community, partners and the broader Customer Experience (CX) team.

You want to make our customers and partners successful while strengthening their relationship with Kong. You can make a huge impact and have real ownership for the work you do.

What you’ll be doing:

• Manage a team of 6 to 10 TSE’s who are servicing the requests and ongoing needs of our customers

• Provide daily direction through coaching, one-on-ones and quality feedback to employees so that requests are handled in a timely, efficient and knowledgeable manner

• Provide continual evaluation of processes and procedures.

• Responsible for suggesting new methods to streamline operations through improved processes and additional technology

• Work cross-functionally with customer experience, product and engineering teams to continuously improve the customer experience using Kong products

• Manage customer escalations and performance management of the TSE team

• Work as a member / leader of special or ongoing projects that are important to the TSE team

What you bring:

• 10+ years of experience in Technical Support, Customer Engineering, Solutions Engineering, SRE, SaaS, cloud infrastructure, or enterprise software.

• 3+ years managing technical teams, preferably teams supporting enterprise customers.

• Strong leadership skills with the ability to guide teams through periods of high growth

• Strong ability to multi-task and prioritize tasks in fast paced environment, real-time environment

• Strong understanding of enterprise technologies such as APIs, networking, cloud infrastructure, Kubernetes, containers, and distributed systems.

• Demonstrated experience handling high-severity customer escalations and production-impacting issues.

• Strong proficiency with tools commonly used in a business environment including Salesforce service cloud CRM, JIRA and ConfluenceStrong analytic skills with the ability to identify trends and present information in a succinct and actionable manner

• Strong communication proficiency and skilled at offering both verbal and written feedback to agents

• Bachelor’s degree or relevant experience is highly preferred

Why Kong:

Kong is building the connectivity layer for the AI and API-driven world.

As organizations adopt cloud-native applications, microservices, APIs, and AI, the number of services that need to securely communicate with each other is growing rapidly. Kong helps organizations connect, secure, manage, and observe APIs, services, and AI traffic across their environments.

From Kong Gateway and API Management to Konnect and Kong AI Gateway, our platform helps engineering teams manage the complexity of modern connectivity — whether workloads run across cloud, on-premises, or hybrid environments.

Kong is trusted by organizations around the world to handle some of their most critical application traffic. Our technology sits at the intersection of APIs, networking, cloud infrastructure, and AI, giving our engineers the opportunity to work on infrastructure that directly impacts how modern software is built and operated.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

About Kong:

Kong Inc., a leading developer of API and AI connectivity technologies, is building the infrastructure that powers the agentic era. Trusted by the Fortune 500 and startups alike, Kong's unified API and AI platform, Kong Konnect, enables organizations to secure, manage, accelerate, govern, and monetize the flow of intelligence across APIs and AI models. For more information, visit www.konghq.com.