Technical Support Manager · Bengaluru

New Relic India is looking for a Manager of Technical Support to lead and develop high-performing engineering support teams resolving complex SaaS observability issues.

Responsibilities

• Lead, mentor, and coach a team of technical support engineers to deliver exceptional customer outcomes.
• Manage operational metrics including first response time, resolution time, customer satisfaction (CSAT), and SLA compliance.
• Act as an escalation point for critical enterprise customer issues and technical incidents.
• Drive continuous process improvements to streamline support workflows and increase operational efficiency.
• Collaborate cross-functionally with Product, Engineering, and Customer Success teams to resolve platform defects and influence product roadmap.
• Oversee shift scheduling, queue management, and resource allocation across regional coverage models.
• Conduct regular performance reviews, technical 1-on-1s, and career development planning for direct reports.
• Standardize troubleshooting playbooks, root cause analysis documentation, and knowledge base articles.
• Monitor support queue health and customer sentiment to proactively prevent escalations.
• Champion customer-centric culture and support readiness for new product releases and features.
• Partner with global support leaders to align on global support strategies and operational standards.