Lead a global technical support team, drive operational performance metrics, address escalations, and foster team development and process optimization.
We’re a growing team looking for a dynamic leader to manage our Global Technical Support. As Manager, Global Technical Support, you will mentor and guide a team of Support Engineers, ensuring we deliver a world-class support experience to our customers. You’ll take ownership of operational metrics (such as SLA compliance and CSAT), drive continuous improvement in support processes, and engagement while overseeing customer support tickets, including issue resolution, technical troubleshooting, and customer communication
THE OPPORTUNITY
- Lead a Global Team: Foster a high-performance, customer-centric culture while managing scheduling and coverage across multiple time zones.
- Own Support KPIs: Track, analyze, and improve key metrics (SLA adherence, first response time, resolution time, etc.) through data-driven insights.
- Strategic Collaboration: Partner with Product, Configuration, and Engineering teams to ensure swift resolutions and drive product enhancements based on customer feedback.
- Customer Escalations: Serve as the final escalation point for critical issues, offering technical and communication guidance to the team.
- Team Development: Create growth plans, conduct performance reviews, and promote continuous learning and professional development.
- Process Optimization: Refine and implement operational procedures to maximize efficiency, boost productivity, and enhance customer satisfaction.
THE SKILL SET
- 7+ years in technical support (3+ years managing or leading teams), ideally in a SaaS environment.
- Proven history of building and guiding high-performing global support teams.
- Exceptional leadership, communication, and strategic problem-solving skills.
- Experience with CRM (Salesforce) and project management tools (JIRA, Teams, Azure).
- Proficiency in T-SQL, PowerShell or comparable scripting utilitiesand Windows Server troubleshooting.
- Familiarity with .NET/JAVA to understand code-level escalations.
- Ability to develop robust analytics reports for continuous process improvement.
THE BENEFITS
- Professional growth and Development opportunities.
- Working within a team of friendly, skilled people where help is always within reach
- Flexible working hours
- 4 recharge days, where the entire company goes on a brief pause in all geographies for 1 day each quarter. This day can be spent in whatever way helps you recharge, to regain energy, and dive back into the next workday
- High-end laptop (Dell or Mac)
- Competitive pay and bonus
- 18 vacation days in a year in addition to 15 days Sick Leave/ Casual leave per calendar year.
- 16 hours of paid volunteer time off per year
- Wedding gift and newborn gift allowance for employees.
- 26 weeks of paid maternity leave and one week of paid paternity leave.
- Health Insurance of up to 7 lacs for self, spouse, 4 dependent children, and parents. 100% of the premium is paid by Vendavo and it covers the employee, spouse, children, and their parents.
- Group Term Insurance coverage up to three times of their Annual CTC . Dependents are not covered.
- Group Personal Accident coverage up to three times of Annual CTC. Dependents are not covered.
- Provident fund contributions
THE VENDAVO STORY
Vendavo partners with the world’s leading companies to accelerate growth and profitability, advance innovation, and build more prosperous communities. Our powerful, cloud-based, AI-powered pricing, selling, and prescribing solutions empower global manufacturers and distributors to manage, optimize, and digitize their end-to-end commercial processes. But we offer so much more than software. Our proven, repeatable process, and passionate, experienced people accelerate value and drive profitable, unrivaled business outcomes for our customers. We are passionate about helping our customers deliver the right products, at the right prices, at the right time, for the right people.
OUR SAAS PRODUCTS
Our B2B pricing and selling solutions include Vendavo Intelligent CPQ, Margin Bridge Analyzer, Profit Analyzer, Business Risk and Sales Alerts, Vendavo Sales Optimizer, Deal Price Optimizer, Vendavo Pricepoint, and Rebate & Channel Manager. You can learn more about our products here.
OUR FUNDING
We are backed by two of the top high-tech private equity firms in the world, have excellent financial health, and boast the top SaaS retention in our space.
OUR CULTURE & YOU
We collaborate with our customers unlike any others in our industry. Anchored in our values (Move with Integrity, Be Clear, Win as One, Slove for the Customer, Build What’s Next), we are growing, constantly innovating, and consistently driving sustainable outcomes for our clients and partners.
Unlocking opportunities for our customers would not be possible without our employees. When you are part of Vendavo, you’re part of a company that’s committed to your growth and invested in your career. Diversity, inclusion, and celebration of community are at our core, and we come together to learn from each other and honor our commitments.
EMEA and California residents applying for positions at Vendavo can see our privacy policy here.
OUR TEAM IS GROWING. YOU WILL TOO.
Top Skills
.Net
Azure
Java
JIRA
Powershell
Salesforce
T-Sql
Teams
Similar Jobs at Vendavo
Artificial Intelligence • Big Data • Cloud • Software
As a Support Engineer, you'll address customer technical issues, collaborate with internal teams, and contribute to knowledge sharing while focusing on customer satisfaction and solutions delivery.
Top Skills:
.NetGitJavaScriptPythonRest ApiSQLTypescript
Artificial Intelligence • Big Data • Cloud • Software
Design and develop automated test cases using Playwright and TypeScript. Collaborate with QA Engineers and troubleshoot automation issues to ensure quality releases.
Top Skills:
PlaywrightSpec FlowTypescript
What you need to know about the Chennai Tech Scene
To locals, it's no secret that South India is leading the charge in big data infrastructure. While the environmental impact of data centers has long been a concern, emerging hubs like Chennai are favored by companies seeking ready access to renewable energy resources, which provide more sustainable and cost-effective solutions. As a result, Chennai, along with neighboring Bengaluru and Hyderabad, is poised for significant growth, with a projected 65 percent increase in data center capacity over the next decade.
