Manager, Technical Services

About the role

As Manager of Technical Services at Pure Storage, you will build, mentor, and scale the 24x7 front-line engineering team in Bangalore to deliver rapid, high-impact resolution for global enterprise customers. Day-to-day, you lead and coach technical support staff, optimize 24x7 operational workflows and shift schedules, serve as escalation leader for critical customer issues, and translate customer telemetry into proactive monitoring and product improvement recommendations. This is an in-office role based at the Bangalore office, with travel required and participation in leadership on-call rotations.

What you’ll do

• Lead, coach, and empower a high-performing technical support team through tailored career pathing, rigorous performance management, and continuous technical upskilling.
• Establish scalable operational workflows, shift schedules, and process improvements across the 24x7 array monitoring function to elevate resolution speed and service quality KPIs.
• Serve as the escalation leader for critical customer issues, coordinating seamlessly with Engineering, Product Management, and Customer Success to deliver swift technical solutions.
• Translate customer telemetry and operational insights into actionable documentation, proactive monitoring enhancements, and product improvement recommendations.

What you’ll bring

• Proven ability to recruit, grow, and inspire technical support or service delivery teams within high-growth, fast-paced technology organizations.
• Expertise in triaging complex hardware and enterprise software issues.
• Functional knowledge of enterprise operating systems such as Linux, VMware, or Windows.
• Knowledge of IT service management principles.
• Strong track record of implementing process improvements and managing flexible 24x7 shift operations.
• Participation in leadership on-call rotations to maintain continuous service availability.
• Exceptional stakeholder management skills with ability to navigate complex escalations and align business units around customer success.
• Ability to partner closely with Engineering, Product Management, and Global Support teams.

Skills

Benefits

• Flexible time off
• Wellness resources
• Company-sponsored team events