Senior Manager, Technical Support - Endpoint & Security

Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organizations efficiently manage, secure, and automate their IT environments, driving operational efficiency and long-term business success.

Backed by Insight Partners, a leading global software investor, Kaseya has experienced sustained double-digit growth and continues to expand its global footprint. Today, Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide.

Founded in 2000, Kaseya has built a culture centered around innovation, accountability, and results. We are a high-growth, high-performance organization that values individuals who are driven, adaptable, and committed to delivering exceptional outcomes for our customers and teammates alike.

At Kaseya, success comes from embracing challenges, moving with urgency, and continuously raising the bar. 

We are seeking a dynamic and experienced Senior Manager, to lead our Bangalore technical support operation for Endpoint and Security products. This senior role is pivotal in shaping the future of our support organization, combining operational oversight with people leadership.  

 Key Responsibilities:  

• Leadership across cultures: Collaborate across regional leaders and build a customer and people first culture team by shaping and driving Kaseya technical support long-term vision.  
• Manage L1 Technical Support: Manage and develop a world class L1 support organization as a resilient and core function of Kaseya global support org.  
• Operations Management: Responsible for managing a team of 35+ support engineers, operational reviews, customer escalations and overall customer experience  
• Cross-function collaboration: Work closely with L2 and L3 support team, engineering and sales to relay customer feedback and improve offerings. Partner with regional teams to localize support strategies where needed.  
• Data-Driven Decision-Making: Use analytics, AL/ML tools to identify/forecast trends, patterns and guide strategic decisions. Measure ROI of support initiatives and continuously improve based on insights  

Required Qualifications 

• 12+ years of relevant experience handling global technical support operations
• 5+ years of direct people management experience leading enterprise support teams
• Proven track record managing SLAs, CSAT, Backlog, FDR etc.
• Experience leading high-severity (Sev-1) technical incidents and critical customer escalations
• Strong analytical skills and Digital technologies with the ability to translate support trend into actionable decisions
• Excellent executive communication and presentation skills
• Bachelor’s degree in computer science, Information Technology, Cybersecurity, or a related field 

Preferred Qualifications  

• Experience managing global, 24/7 follow-the-sun support operations across multiple time zones
• Industry-recognized certifications such as CompTIA, MCP, MCTS or MCIT, ITIL, or PMP
• Hands-on familiarity with modern support tools like Salesforce Service Cloud, Zendesk, and Jira
• Process optimization and understanding of industry level process, trends and technology