Senior Manager Product Support Engineering
[24] Inc.
Bengaluru / Bangalore, INDIA
5d ago
source : TimesJobs

Senior Manager Product Support Engineering at 24 Bangalore About 24 Innovation Labs 24 is a leader in the Conversational AI market, with over 250 Fortune 500 / 1000 customers.

We continue to transform our business to drive greater value to our team, shareholders, customers through new product development and market growth.

24 is redefining the way companies interact with consumers. Using Artificial Intelligence and Machine Learning to understand consumer intent, 24 7.

ais technology helps companies create a personalized, predictive and effortless customer experience across all channels. The worlds largest and most recognizable brands are using intent-driven engagement from 24 7.

ai to assist several hundred million visitors annually, through more than 2.5 billion conversations, most of which are automated and learn from each consumer experience.

We are looking for a Senior Manager for our Product Support Engineering Team in Bangalore reporting to the VP of Engineering.

For more information, visit About Role As a Manager for Product Support Engineering, you'll improve our products by working cross-functionally with Development, SRE, DevOps and L1 support teams to make customers successful.

You will lead a global team that provides 24x7 backline support to drive resolutions for problems and inquiries that customers report.

By applying your technical experience, you will develop a deep understanding of 24 7.ais product and services architecture while driving enhancements towards an overall better customer support experience.

You will provide solutions and resolve escalations for 24 7.ais customers, as well as advising first line support teams.

Your team will also work on the backlog of customer issues and provide hotfixes and own the patch cycle. You may be required to work in a Shift Pattern or non-standard work hours if required.

This may include weekend work. Education & Experience Bachelors or Masters degree with preference in Computer science. 12 yrs.

of experience in fast-paced and dynamic SaaS Software Product Development Organization. 3 years of experience in managing product support engineering teams.

Responsibilities Lead a team of Engineers who deliver technical support across 24 7.ais products in the public and private cloud.

Develop vision, goals, and priorities and work alongside the team to accomplish them. Ensure high-quality customer service and ongoing technical skill development.

Resolve high-profile escalations and issues, improve the customer experience, and drive initiatives that increase their likelihood of success on our platform.

Work closely with multiple Product and Engineering teams on understanding ways to improve the product. Interact with our Site Reliability Engineering (SRE) teams to drive production excellence.

Advocate for our customers. Reproducing customer issues, file bug reports and coordinate the delivery of fixes Analyzing and collecting customer data log files, Java stack traces, thread dumps, etc.

Authoring knowledge base articles and driving internal knowledge sharing. Lead a team of engineers that globally ensure 24-hour customer support.

Required Skills Hands-on experience with Java, C , Node.js or any other programming language. Good understanding of Relational Databases and one or more NoSQL database.

Good understanding of JSON and RESTful APIs. Exposure to web applications built using Angular or React. Hands-on experience with log analysis tools.

Experience with supporting SaaS product on AWS, GCP or Azure cloud platform. Experience with Microservices architecture and developing APIs.

Does your profile matches to above Job description and looks exciting? Then look no further and share your resume to with your current CTC details.

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