Technical Support Manager

Zooms Technical Support Manager will be responsible for, managing a team of Tier 1 Technical Support Specialists in our Bengaluru office.

This role is a key role that directly monitors, reports, and drives improvements in team-level metrics and KPI’s. You will be part of knowledge sharing ad keeping up with new products and ongoing training and developing processes. 
This role requires a solid background in Managing support operations. Able to work and manage scheduling and resource allocation to ensure 24/7 global support coverage maintaining high satisfaction levels across diverse time zones and regions.

About the Team
Customer Services play a crucial role in improving the customer experience within Zoom. We actively build relationships, encourage product usage, and act as dedicated post-sales contacts for customers. 
We provide customers with useful resources that will enable them to succeed with our solutions, we effectively manage internal procedures and work across departments. 
Our success is achieved by consistently implementing the strategies with a commitment to excellence.

What we’re looking for
10 + years of experience in technical support, with at least 1-2 years in a managerial or leadership role.

Have a Bachelor’s degree in Computer Science, Information Technology, or a related field.

Have experience of working in SaaS Industry and/or Unified Collaboration experience.

Have excellent verbal and written communication, including customer and executive presentations.  

Be a team player with great interpersonal skills with a positive attitude.
Have the ability to work independently with limited direction.

Key Responsibilities

• Team Leadership & Management:

  • Lead, mentor, and develop a team of technical support engineers across multiple geographies.

  • Establish performance goals, conduct regular reviews, and foster a culture of accountability and continuous improvement.

  • Manage scheduling and resource allocation to ensure 24/7 global support coverage.

• Customer Support Operations:

  • Oversee the resolution of complex technical issues, ensuring adherence to SLAs and quality standards.

  • Act as an escalation point for critical customer incidents and ensure timely communication and resolution.

  • Collaborate with cross-functional teams (Engineering, Product, QA) to address recurring issues and improve product stability.

• Process Improvement:

  • Develop and implement support processes, tools, and best practices to enhance efficiency and customer experience.

  • Monitor key performance metrics (response time, resolution rate, CSAT) and drive continuous improvement initiatives.

  • Ensure proper documentation of solutions, FAQs, and knowledge base articles.

• Training & Development:

  • Organize regular training sessions to keep the support team updated on new technologies, products, and troubleshooting techniques.

  • Promote knowledge sharing and collaboration within the team.

• Tools & Methods

  • Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce, Jira Service Desk).

  • Familiarity with knowledge base platforms and collaboration tools.

  • Understanding of ITIL, SRE, or incident management best practices.

  • Strong technical background in [relevant technologies – e.g., SaaS, Cloud, Contact Center Technology, etc.].

  • Minimizing backlog within Team by prioritizing Case engagement, next actions and resolutions.

#India

#Bengaluru

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Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.

About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment​

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.