Technical Support Manager

Gravitee; New Delhi; Hybrid; INR 1,200,000 - 1,600,000; Full time

Benefits offered by this job

Competitive health coverage

15 days holiday plus extra mental health days

Professional development allowance

Job summary

A leading API technology firm in India is seeking a Technical Support Manager to lead the technical support team. You will oversee operations, manage customer inquiries, and ensure high-quality service delivery. The ideal candidate has over 5 years of experience in technical support and a strong understanding of APIs and cloud platforms. This role offers competitive benefits and a hybrid working culture.

Qualifications

• 5+ years of experience in a technical support role with team management.
• Extensive experience prioritizing complex support operations.
• Strong understanding of Gravitee platform and APIs.

Responsibilities

• Oversee daily operations of the technical support team.
• Manage ticket investigations and resolutions.
• Collaborate cross-functionally with other departments.

Skills

Technical support management

Customer service delivery

REST and RESTful APIs

Troubleshooting complex software

SQL knowledge

Tools

AWS

Azure

MongoDB

ElasticSearch

Job description

Direct message the job poster from Gravitee

Overview

Gravitee.io is taking APIs to the next level – we are the premier, open source API platform and we want everyone to know how amazing our software is. We are looking for someone passionate, curious and ambitious to join our scaling team in India as a Technical Support Manager.

This is a hands-on, highly technical role focused on delivering exceptional technical support to Gravitee customers, who are the end-users of our platforms.

The role & why it exists

As a Technical Support Manager, you will oversee the delivery of technical support, manage a team, and ensure alignment with organizational goals. You will work with customers in highly specialised and technical ways and collaborate with Product Management, Engineering, and Sales to address customer concerns and improve the product.

What you will be doing

• Oversee the daily operations of the technical support team, including performance management, guidance, and alignment with goals.
• Ticket investigation and resolution oversight.
• Customer care and regional support.
• Knowledge management and documentation.
• Lead initiatives to drive innovation and process improvement.
• Serve as the subject matter expert for complex technical issues.
• Collaborate cross-functionally with Product Management, Engineering, and Sales to address customer concerns and provide feedback to enhance the product.
• Lead training initiatives to keep the Support team knowledgeable about product features and capable of handling inquiries.
• Monitor KPIs, evaluate performance, and provide regular reports on team productivity, customer satisfaction, and support trends.

Essential skills

• 5+ years of experience in a technical support or customer-facing technical role, including managing and developing technical support teams.
• Extensive experience in prioritisation and managing complex support operations with a focus on high-quality service delivery.
• 2+ years of experience with REST and RESTful APIs.
• Strong understanding of Gravitee platform, products, and integrations with different environments.
• Experience troubleshooting complex software, networking, cloud solutions (e.g., AWS, Azure), and APIs.
• Familiarity with SQL, programming/scripting languages (e.g., Python, Bash), and cloud infrastructure.

Additional technical skills

• Networking/web architectures including HTTP.
• Experience with Access Management products, Identity Providers, OAuth2 protocol, JSON Web Token.
• Experience with databases (MongoDB or RDBMS) and search engines (ElasticSearch).
• Experience with trace analysis, debugging, and JVM troubleshooting.

Benefits and culture

• Competitive benefits including health coverage.
• 15 days holiday in addition to in-country holidays, plus 3 mental health days per year with activity allowance.
• Birthday off, professional development allowance, and quarterly outings with an annual off-site.
• Hybrid culture with office options in Gravitee hubs; opportunity to work with a fast-growing company in the API technology sector.
• Progressive, global company culture focused on growth and collaboration.

EEO statement

At Gravitee, no employee or applicant will be treated less favorably on the grounds of sex, marital status, race, color, nationality or ethnic origin, disability, gender, sexual orientation, gender identity, age, pregnancy or maternity, marital or civil partner status, or religion or belief.

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