Manager, Technical Support

Job description

About Us Automation Anywhere is the leader in Agentic Process Automation (APA), transforming how work gets done with AI-powered automation. Its APA system, built on the industry’s first Process Reasoning Engine (PRE) and specialized AI agents, combines process discovery, RPA, end-to-end orchestration, document processing, and analytics—all delivered with enterprise-grade security and governance. Guided by its vision to fuel the future of work, Automation Anywhere helps organizations worldwide boost productivity, accelerate growth, and unleash human potential. Job Title: Manager, Technical Support Location: Bengaluru, India (Hybrid) Department: Customer Support Reports to: Director, Customer Support Our Opportunity We are seeking a dynamic and experienced Manager, Technical Support, to lead a team of skilled support engineers in a 24x7 Enterprise Support environment. This role is critical in ensuring world-class customer experiences by driving timely resolution of technical issues, fostering a culture of continuous improvement, and collaborating cross-functionally to enhance product supportability. This role requires flexibility in working hours based on business needs. You will make an impact by being responsible for: · Lead and mentor a team of technical support engineers across multiple time zones. · Ensure timely and high-quality resolution of customer issues, meeting SLAs and CSAT goals. · Collaborate with Engineering, Product Management, and Customer Success teams to drive product improvements and customer satisfaction. · Analyze support trends and metrics to identify areas for process and product improvement. · Develop and maintain knowledge base articles and support documentation. · Drive operational excellence through automation, tooling, and process optimization. · Participate in hiring, onboarding, and performance management of team members. You will be a great fit if you have: · 10+ years of experience in technical support, with at least 3 years in a leadership role (Management role). · Strong understanding of enterprise software, SaaS platforms, and cloud technologies. · Experience with automation, RPA, or AI-based platforms is a plus. · Excellent problem-solving, communication, and interpersonal skills. · Proven ability to manage escalations and work under pressure. · Bachelor's degree in computer science, Engineering, or a related field. Preferred Skills · Familiarity with tools like Salesforce, Jira, Confluence, and monitoring platforms. · ITIL certification or experience with ITSM frameworks. · Experience working in a global support environment. All unsolicited resumes submitted to any @automationanywhere.com email address, whether submitted by an individual or by an agency, will not be eligible for an agency fee.