Senior Manager, Technical Support - Endpoint & Security

Kaseya; Bengaluru; On-site; INR 3,600,000 - 6,000,000; Full time

Job summary

Kaseya is seeking a dynamic Senior Manager to lead our Bangalore technical support operation for Endpoint and Security products. This role combines operational oversight with people leadership to shape the future of our support organization.

You will manage a 35+ engineer team, collaborate cross-functionally, and drive customer satisfaction through data-driven strategies, continuous improvement, and strong executive communication.

Qualifications

• 12+ years of global technical support operations experience.
• 5+ years of direct people management in enterprise support.
• Proven track record managing SLAs, CSAT, backlog and escalations.
• Experience leading Sev-1 incidents and critical escalations.
• Excellent executive communication and presentation skills.
• Bachelor's degree in computer science, information technology, cybersecurity, or related field.

Responsibilities

• Lead a 35+ person technical support team across Endpoint and Security products.
• Oversee L1 support operations as a core function of the global support org.
• Collaborate with L2/L3, engineering and sales to relay customer feedback.
• Drive data-driven decisions with analytics and ML insights.
• Ensure strong customer experience and timely issue resolution.

Skills

Leadership

People management

SLA management

Executive communication

Analytical skills

Education

Bachelor's degree in computer science, information technology, cybersecurity

Tools

Salesforce Service Cloud

Zendesk

Jira

Job description

About Kaseya

Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organizations efficiently manage, secure, and automate their IT environments, driving operational efficiency and long-term business success.

Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organizations efficiently manage, secure, and automate their IT environments, driving operational efficiency and long-term business success.

Backed by Insight Partners, a leading global software investor, Kaseya has experienced sustained double-digit growth and continues to expand its global footprint. Today, Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide.

Founded in 2000, Kaseya has built a culture centered around innovation, accountability, and results. We are a high-growth, high-performance organization that values individuals who are driven, adaptable, and committed to delivering exceptional outcomes for our customers and teammates alike.

At Kaseya, success comes from embracing challenges, moving with urgency, and continuously raising the bar.

Job Summary

We are seeking a dynamic and experienced Senior Manager, to lead our Bangalore technical support operation for Endpoint and Security products. This senior role is pivotal in shaping the future of our support organization, combining operational oversight with people leadership.

Key Responsibilities

• Leadership across cultures: Collaborate across regional leaders and build a customer and people first culture team by shaping and driving Kaseya technical support long-term vision.
• Manage L1 Technical Support: Manage and develop a world class L1 support organization as a resilient and core function of Kaseya global support org.
• Operations Management: Responsible for managing a team of 35+ support engineers, operational reviews, customer escalations and overall customer experience
• Cross-function collaboration: Work closely with L2 and L3 support team, engineering and sales to relay customer feedback and improve offerings. Partner with regional teams to localize support strategies where needed.
• Data-Driven Decision-Making: Use analytics, AL/ML tools to identify/forecast trends, patterns and guide strategic decisions. Measure ROI of support initiatives and continuously improve based on insights

Required Qualifications

• 12+ years of relevant experience handling global technical support operations
• 5+ years of direct people management experience leading enterprise support teams
• Proven track record managing SLAs, CSAT, Backlog, FDR etc.
• Experience leading high-severity (Sev-1) technical incidents and critical customer escalationsStrong analytical skills and Digital technologies with the ability to translate support trend into actionable decisions
• Excellent executive communication and presentation skills
• Bachelor's degree in computer science, Information Technology, Cybersecurity, or a related field

Preferred Qualifications

• Experience managing global, 24/7 follow-the-sun support operations across multiple time zones
• Industry-recognized certifications such as CompTIA, MCP, MCTS or MCIT, ITIL, or PMP
• Hands-on familiarity with modern support tools like Salesforce Service Cloud, Zendesk, and Jira
• Process optimization and understanding of industry level process, trends and technology

Additional Information

Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.