Sr. Manager, Technical Solutions

United States Digital Space LLC; Bengaluru; On-site; INR 2,600,000 - 4,200,000; Full time

Job summary

United States Digital Space LLC in Bengaluru is seeking a Senior Technical Solutions Manager to grow, lead and manage the Technical Solutions Engineers and support teams in India, focusing on resolving highly complex, long-running tickets while overseeing regional Support operations.

You will coach and mentor engineers, drive process improvements, establish training and cross-functional collaboration with Sales and field teams, and define quarterly goals to scale the organization and deliver

Qualifications

• Minimum 15 years of experience in the tech industry, SaaS support and related areas.
• Minimum 6+ years of managerial experience leading a team of at least 6 engineers.
• Proven experience with cloud native apps/SaaS (AWS/Azure/GCP), big data or Apache Spark.
• Customer-facing leadership experience managing a large regional team.
• Strong analytical, troubleshooting and communication skills.

Responsibilities

• Build and manage a team of Technical Solution Engineers.
• Provide coaching and mentorship to engineers.
• Identify and implement process improvements to meet regional KPIs.
• Establish training plans and subject matter expertise within the team.
• Drive support escalations and cross-functional collaboration with sales and field teams.
• Be a player-coach providing technical leadership to the regional team.
• Define quarterly goals and track them to completion.
• Scale the organization with processes and guidelines for operational efficiency.
• Coordinate with engineering and escalation teams to resolve customer issues.
• Perform risk assessments and act as hands-on leader.

Skills

Analytical skills

Customer relationship management

Communication skills

Team leadership

Startup environment

Troubleshooting

Tools

AWS

Azure

GCP

Apache Spark

Linux

Java debugging

Job description

CSQ426R137

the company is looking for a Senior Technical Solutions Manager to grow, lead and manage the Technical solutions engineers and support teams in India. The Senior Technical Solutions Manager is responsible for building and managing a regional team of technical experts focused on resolving highly complex and long-running support tickets raised by the company customers while overseeing the Support operations.

Impact you will have

• Build and manage a team of Technical Solution Engineers
• Provide coaching and mentorship to the engineers
• Identify and implement process improvements to meet or exceed regional performance KPIs.
• Establish training plans and subject matter expertise within the team.
• Drive support escalations and establish cross-functional collaboration to manage and resolve issues.
• Be a player-coach and provide technical leadership to the regional support team.
• Coordinate with Sales and field teams to address account-level concerns and drive adoption and usage of the the company platform.
• Define quarterly goals and track them to completion to drive team growth and personal development.
• Scale the organization by developing processes and guidelines that promote operational efficiency
• Demonstrate a true sense of ownership and coordinate action items with engineering and escalation teams to achieve timely resolution of customer issues.
• Perform risk assessments and be a hands-on leader

What we are looking for

• Minimum 15 years of experience in the Tech Industry - SaaS Support, building, testing, and maintaining
• Minimum 6+ years of managerial experience, leading a team of at least 6+ technical support engineers
• Proven experience working with cloud native applications/SaaS (AWS, Azure, GCP), big data platforms, or Apache Spark™ in a technical capacity
• Demonstrated experience in a customer-facing role managing a large regional team of technical support engineers.
• Excellent analytical and troubleshooting skills.
• Excellent customer facing, verbal and written communication skills
• A team-oriented attitude and a high degree of comfort working in a startup environment
• Hands-on experience in systems troubleshooting, networking, and Linux fundamentals, JVM troubleshooting, debugging of Java applications is preferred

About the company

the company is the Data and AI company. More than 20,000 organizations worldwide — including adidas, AT&T, Bayer, Block, Mastercard, Rivian, Unilever, and 70% of the Fortune 500 — rely on the the company Data + AI Platform to build and scale data and AI apps, analytics and agents. Headquartered in San Francisco with 30+ offices around the globe, the company offers a unified platform that includes Genie, Lakebase, Agent Bricks, Lakeflow, Lakehouse, and Unity Catalog. To learn more, follow the company on LinkedIn, X, YouTube, and Instagram.

Benefits

At the company, we strive to provide comprehensive benefits and perks that meet the needs of all of our employees.

Our Commitment to Diversity and Inclusion

At the company, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at the company are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics.

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