Senior Manager, Technical Support - Endpoint & Security

About the role

Kaseya seeks a Senior Manager to lead its Bangalore technical support operation for Endpoint and Security products. This role involves managing L1 support, overseeing 35+ engineers, and driving operational excellence through data-driven decisions and cross-functional collaboration. The position is based in Bangalore, India.

What you’ll do

• Lead and develop a world class L1 support organization as a core function of Kaseya global support org
• Manage a team of 35+ support engineers, operational reviews, customer escalations and overall customer experience
• Collaborate across regional leaders and build a customer and people first culture team by shaping long-term vision
• Work closely with L2 and L3 support team, engineering and sales to relay customer feedback and improve offerings
• Partner with regional teams to localize support strategies where needed
• Use analytics, AL/ML tools to identify/forecast trends, patterns and guide strategic decisions
• Measure ROI of support initiatives and continuously improve based on insights

What you’ll bring

• 12+ years of relevant experience handling global technical support operations
• 5+ years of direct people management experience leading enterprise support teams
• Proven track record managing SLAs, CSAT, Backlog, FDR etc.
• Experience leading high-severity (Sev-1) technical incidents and critical customer escalations
• Strong analytical skills and Digital technologies with the ability to translate support trend into actionable decisions
• Excellent executive communication and presentation skills
• Bachelor’s degree in computer science, Information Technology, Cybersecurity, or a related field

Skills

Education

Bachelor’s degree in computer science, Information Technology, Cybersecurity, or a related field