About this role
You will lead the full India Support organization, which currently has 24 team members reporting through this position and is expected to grow by approximately 100 percent over the next 12 months. You will develop managers, team leads, and support engineers; own executive escalations; and build a strong Hyderabad leadership bench. You will partner with the other Regional Directors and with Engineering, Product, Sales, Customer Success, People, and Finance to deliver one global support experience.This role is based in our Hyderabad office and requires a minimum of three days per week on site, with closer to five days strongly preferred. It leads a 24x7 support operation, requires planned overlap with global leaders and participation in a critical escalation rotation, and includes travel two or three times per year for customer and team meetings.
YOUR EXPERIENCE
- 8+ years in enterprise technical or application support, including 4+ years leading managers, team leads, or
multiple support teams.
- Experience owning a 24x7 or follow-the-sun support operation across countries, time zones, or product lines.
- A record of improving support performance using service levels, backlog health, time-to-resolution, customer
satisfaction, escalation, quality, and workforce data.
- Executive-level customer leadership during severe incidents, complex escalations, and at-risk account situations.
- Experience hiring and developing leaders, managing performance, building succession plans, and retaining strong
technical talent.
- Workforce, headcount, and budget planning experience for a support region or business unit.
- Strong technical judgment across operating systems, databases, networking, APIs, cloud and on-premises
environments, and enterprise software integrations.
- Experience partnering with Engineering and Product on root-cause analysis, defect prioritization, product quality,
and systemic improvement.
- Demonstrated success leading organizational change, process improvement, and adoption of support technology
or AI-assisted workflows.
- Clear written and spoken English, with the ability to translate between technical teams, customer executives, and
business leaders.
- Bachelor's degree or equivalent relevant experience.
- Ability to work from the Hyderabad office at least three days per week, with more frequent office presence
preferred, and to travel two or three times per year.