Manager – Technical Support (Backup & Storage)
Kaseya · Bengaluru
| Company | Kaseya |
|---|---|
| Role | Manager – Technical Support (Backup & Storage) |
| Location | Bengaluru |
| Work mode | On-site |
| Experience | 6+ years |
| Job type | Full-time |
| Qualification | Bachelor's degree in Computer Science, IT, Cybersecurity or a related field |
About this job
Kaseya is hiring a Technical Support Manager in Bengaluru to lead its local support team for Backup and Storage products. You will run daily support operations, handle critical escalations and keep customer satisfaction high for data protection products that businesses depend on.
The role manages and grows a team of Tier 1 support engineers, owns queues, shift handovers and SLAs, and works with Engineering, Product and QA on bugs and the roadmap. It is an onsite role.
Eligibility
- 8+ years running global technical support operations
- 3+ years directly managing enterprise support teams
- Deep knowledge of backup, recovery, deduplication, snapshots and disaster recovery
- Track record of improving KPIs and support processes
- Strong communication and crisis-handling skills under pressure
Skills required
What you will do
- Lead, coach and grow a Tier 1 support team
- Manage ticket queues, shift handovers and SLA adherence
- Own high-priority escalations, including data-loss cases
- Track CSAT, first-day resolution, MTTR and productivity
- Improve support workflows and the internal knowledge base
How to apply
- Open the official Kaseya job page with the Apply button and submit your application there.
- Tailor your resume to support teams you managed, the backup or storage products you supported and the KPIs you improved.
Before the interview, prepare:
- Backup concepts: full vs incremental, deduplication, snapshots, RPO and RTO
- Data-loss escalation: how you run the call, communicate and close it out
- Support metrics: CSAT, FDR and MTTR and how you moved them
- People management: coaching a struggling engineer and planning careers
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