Software Support Manager

About Kanerika

Who we are:

Kanerika Inc. is a premier global software products and services firm specializing in providing innovative solutions and services for data-driven enterprises. We help businesses achieve digital transformation and maximize impact through data and AI, leveraging advanced technologies in analytics, governance, AI/ML, and GenAI/LLM to optimize operations, enhance customer experience, and drive growth.

Awards and Recognitions

Kanerika has won several awards over the years, including:

1. Best Place to Work 2023 by Great Place to Work
2. Top 10 Most Recommended RPA Start-Ups in 2022 by RPA Today
3. CMMI Level 3 Appraised in 2024
4. Frost & Sullivan India 2021 Technology Innovation Award for its Kompass composable solution architecture
5. Kanerika has also been recognized for its commitment to customer privacy and data security, having achieved ISO 27701, ISO 9001, SOC2, and GDPR compliances.

Locations

We are located in Austin (USA), Singapore, Hyderabad, Indore and Ahmedabad (India).

Job Location: Hyderabad, Indore and Ahmedabad.

Employment Type: Full-Time

Experience Required: 7 8 Years

Reporting To: Product Leader

Role:

We are building our Software Support Practice from the ground up, and we are looking for a

driven, technically-savvy Support Lead to be at the centre of that effort. This is a founding

leadership role: you will define how support operates, who it hires, what tools it adopts, and

how it integrates with Engineering and Product. You will be both a practitioner and a builder

handling complex escalations yourself while simultaneously laying the structural and cultural

foundations for a world-class support organisation.

If you thrive in ambiguity, love designing systems, and are energised by the idea of being the

first person in the room when things go wrong (and when things go right), this role is for you.

Key Responsibilities:

1. Practice Build-Out & Strategy

Design and implement the end-to-end support operating model workflows, escalation

paths, SLA frameworks, shift structures, and on-call protocols.

Define and document support policies, runbooks, and standard operating procedures from

scratch.

Evaluate, select, and implement the support toolstack (ticketing, live chat, knowledge base,

alerting, analytics) integrated with Azure DevOps as the internal engineering system of

record.

Establish KPIs and dashboards to measure team health, ticket quality, response times, and

customer satisfaction (CSAT / NPS).

Own the hiring plan for the support function: write JDs, screen candidates, onboard and

mentor new hires.

2. Day-to-Day Support Operations

Serve as the primary escalation point for complex, high-severity, or enterprise-tier customer

issues.

Triage, prioritise, and resolve technical support tickets spanning bugs, integrations,

configuration, and product usage.

Conduct root-cause analysis on recurring issues and work closely with Engineering to drive

permanent fixes.

Manage support queues to ensure SLA adherence and equitable workload distribution across

the team.

Provide white-glove support to key accounts and VIP customers during critical incidents.

3. Cross-Functional Collaboration

Partner with Product Management to channel support insights into the product roadmap and

backlog prioritisation.

Work with Engineering to reproduce, document, and validate bug fixes; log and track issues as

Azure DevOps work items (bugs, user stories); participate in release readiness reviews.

Collaborate with Sales and Customer Success to ensure smooth onboarding handoffs and

proactive risk identification.

Represent the voice of the customer in internal forums escalate patterns, advocate for UX

improvements, and flag churn signals.

4. Knowledge Management & Self-Service

Build and maintain a comprehensive, searchable knowledge base for both customers and

internal agents.

Champion a deflection-first philosophy identify ticket categories suitable for automation,

chatbot deflection, or self-help articles.

5. People Leadership & Culture

Track knowledge-base effectiveness and iterate based on search data and support ticket

volume.

Lead, coach, and develop a growing team of support engineers and specialists.

Conduct regular 1:1s, quality audits, and performance reviews; deliver constructive, data

informed feedback.

Build a psychologically safe team culture that values learning from failure and recognises

excellence.

Identify training needs and design upskilling programmes aligned to product and technology

evolution.

Required Skills & Qualifications:

Must-Have

78 years of experience in technical or software support, with at least 23 years in a lead, team

lead, or senior individual contributor role.

Hands-on experience supporting SaaS / cloud-based software products in a B2B or B2B2C

environment.

Demonstrable experience building or significantly scaling a support function not just

inheriting one.

Strong technical literacy: ability to read logs, interpret API errors, debug integrations, and

communicate technical issues to non-technical audiences.

Proficiency with support and ITSM tooling (e.g. Zendesk, Freshdesk, Intercom, or equivalents);

hands-on experience with Azure DevOps for bug tracking, sprint visibility, and cross-team

collaboration with Engineering.

Experience defining and managing SLAs, OKRs, and CSAT / NPS programmes.

Good to Have

Excellent written and verbal communication skills; comfort in direct customer-facing situations,

including escalations.

Strong analytical mindset comfortable with support metrics, trend analysis, and data-driven

decision-making.

Exposure to ITIL, KCS (Knowledge-Centered Service), or similar support frameworks.

Familiarity with Azure DevOps Boards, Repos, Pipelines, and Test Plans; ability to query ADO for

bug trends, sprint health, and release tracking.

Experience with scripting / automation (Python, SQL, or no-code tools) to build internal tooling

or automate repetitive workflows.

Familiarity with incident management practices (on-call rotations, post-mortems, status page

management).

Prior experience in a startup or scale-up environment where you had to build with limited

resources.

Exposure to enterprise account management or working alongside a Customer Success

function.

ITIL Foundation certification or equivalent is a plus.

Employee Benefits:

1. Culture:

i. Open Door Policy: Encourages open communication and accessibility to management.

ii. Open Office Floor Plan: Fosters a collaborative and interactive work environment.

iii. Flexible Working Hours: Allows employees to have flexibility in their work schedules.

iv. Employee Referral Bonus: Rewards employees for referring qualified candidates.

v. Appraisal Process Twice a Year: Provides regular performance evaluations and feedback.

2. Inclusivity and Diversity:

i. Hiring practices that promote diversity: Ensures a diverse and inclusive workforce.

ii. Mandatory POSH training: Promotes a safe and respectful work environment.

3. Health Insurance and Wellness Benefits:

i. GMC and Term Insurance: Offers medical coverage and financial protection.

ii. Health Insurance: Provides coverage for medical expenses.

iii. Disability Insurance: Offers financial support in case of disability.

4. Child Care & Parental Leave Benefits:

i. Company-sponsored family events: Creates opportunities for employees and their

families to bond.

ii. Generous Parental Leave: Allows parents to take time off after the birth or adoption of a

child.

iii. Family Medical Leave: Offers leave for employees to take care of family members'

medical needs.

5. Perks and Time-Off Benefits:

i. Company-sponsored outings: Organizes recreational activities for employees.

ii. Gratuity: Provides a monetary benefit as a token of appreciation.

iii. Provident Fund: Helps employees save for retirement.

iv. Generous PTO: Offers more than the industry standard for paid time off.

v. Paid sick days: Allows employees to take paid time off when they are unwell.

vi. Paid holidays: Gives employees paid time off for designated holidays.

vii. Bereavement Leave: Provides time off for employees to grieve the loss of a loved one.

6. Professional Development Benefits:

i. L&D with FLEX- Enterprise Learning Repository: Provides access to a learning repository for professional development.

ii. Mentorship Program: Offers guidance and support from experienced professionals.

iii. Job Training: Provides training to enhance job-related skills.

iv. Professional Certification Reimbursements: Assists employees in obtaining professional certifications.

v. Promote from Within: Encourages internal growth and advancement opportunities.