About the role
Position Summary The Manager - Technical Support at Acceldata is a crucial role to ensure that our customers are satisfied with our products and services. TSM
responsibilities include supporting customers as they transition from sales prospects, providing ongoing support during various stages of the product lifecycle, liaising internally with R&D, Accounts, and Sales to provide a cohesive customer experience, and building close relationships that are mutually beneficial for customers and Acceldata. This position will report to the Director, Global Technical Support. You will manage
the team that directly interacts with our existing clients, identifies ways that Acceldata’s service can improve their business and be responsible for demonstrating and driving that value towards customers globally. The Technical Support Manager will establish excellent cross-functional relationships with other Acceldata leaders to ensure that all Acceldata products & services are deployed in a manageable and supportable way. \n Work Location & Schedule
Requirements : This role is based in Bangalore, India and operates on a Night Shift schedule (11:00 PM – 7:00 AM IST). What you can expect to work on Managing a growing team of talented Support engineers, ensuring they are productive, happy and motivated team players. Engage with customers and internal stakeholders to address any escalations. Identify and work on any enhancements in the Support Processes and Products. Promote contributions to Acceldata Product Roadmap that help make Support Engineers' troubleshooting and diagnostics easier. Responsible for talent management within
the team, including hiring the right talent, performance evaluation, feedback & training. Strong Data Platform, Compute, Data Lineage & Quality, Hadoop & analytical skills and a passion for problem-solving. Prior Experience with Kubernetes, Spark, and SQL is preferred.
Qualifications Bachelor's or Master's degree in Computer Science or related discipline, or equivalent practical experience 10+ years of technical support management and service management experience in a large, complex SaaS environment, including 3+ years in a people-leader role. Extensive experience with ticketing systems and a customer-first mindset with a strong track record on quality, SLA attainment, CSAT, and productivity goals Strong analytical, problem-solving, and communication skills, with comfort using operational dashboards and AI-generated insights to make decisions and coach teams Experience leading teams using AI tools in support workflows (LLM-based triage, AI-driven case management, AI-assisted knowledge authoring) Ability to critically evaluate AI outputs, identify hallucinations or confidence gaps, and ensure human accountability for final decisions, with high ethical standards in AI governance.