Senior Director, Solution (Support) Engineering

Bengaluru, Karnataka, India | Full-time

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 About MoEngage

MoEngage is an intelligent customer engagement platform, built for customer-obsessed marketers and product owners. We enable hyper-personalization at scale across multiple channels like mobile push, email, in-app, web push, on-site messages, and SMS. With AI-powered automation and optimization, brands can analyze audience behavior and engage consumers with personalized communication at every touchpoint across their lifecycle.

Fortune 500 brands and Enterprises across 35 countries such as Deutsche Telekom, Samsung, Ally Financial, Vodafone, and McAfee along with internet-first brands such as Flipkart, Ola, OYO, and Bigbasket use MoEngage to orchestrate their cross-channel campaigns and engage efficiently with their customers sending 50 billion messages to 500 million consumers every month!

Our vision is to build the world’s most trusted customer engagement platform for the mobile-first world.

We promise to care about your customers as much as you do. And that justifies our top ratings for service and support in Gartner Magic Quadrant, Gartner Peer Insights, and G2 Summer Reports. We have also been recognized as one of the 25 Highest Rated Private Cloud Computing Companies To Work For in a list released by Battery Ventures, a global investment firm based on the employee feedback on Glassdoor where employees reported the highest levels of satisfaction at work during the first six months of the pandemic.

Responsibility:

  • Establish clear goals, expectations & direction for the Technical Support
  • Develop resource and staffing projections to meet growing customer and business requirements
  • Ensures case handling and other operations aspects to achieve highest SLA and CSAT targets
  • Lead the team to deliver best in class customer experience
  • Assure highest level of customer satisfaction via timely and effective problem solving and information sharing in response to inquiries received
  • Drive cross-functional engagement and collaboration with Engineering, Customer Success and Sales team to resolve escalated customer problems and to drive efficient processes
  • Focus on the continuous learning of the team and prepare them for new product introductions and latest industry best practices
  • Partner with, Engineering and Product team to identify & resolve customer case root cause trends
  • Develop and own product support strategies & troubleshooting processes
  • Continuous focus on strategies to improve team productivity and customer satisfaction
  • Implement performance management and employee coaching plans where necessary
  • Awareness on Information Security concepts and Best Practices

 

 

Qualification: 

  • Bachelor’s degree in Computer Engineering with 10+ years of experience (Master’s will be a strong advantage)
  • Experience in leading large distributed Technical Support team (50+ employees)
  • Ability to motivate a team and encourage them to seek out process improvements
  • Demonstrated ability for developing  and improving technical support processes and strategies
  • Ability to drive cross-functional projects and engagement
  • Customer Obsessed Tech support leader with right sense of urgency to resolve customer roadblocks
  • Technical expertise in fields of operation and ability to learn new technologies
  • Strong understanding of support processes – SLA, handling tickets, monitoring, processes and metrics.
  • Ability to multitask, prioritize among multiple competing projects 
  • Excellent verbal and written communication articulation & persuasion skills
  • Expertise with Support operations tool including but not limited to Salesforce, Zendesk, Jira, Gainsight etc
  • Available to lead and guide teams doing shift-work including evenings, weekends and holidays
  • Requires travel: +/- 25%
  • Experience with the Product Development Process from design, build, test, deploy, tools and best practices