About the role
About Nexus You don't have an AI story if you don't have your data story. That's where NexusOne comes in. We're the converged data platform for the AI era — composable by design, built on an open-source foundation, and AI-native from the ground up. One identity, one governance envelope, one operational layer across every mainframe, data lake, warehouse, and streaming system in the business. For the first time, enterprises can bring their existing stack along instead of rebuilding it — and still give AI agents full context across the estate. What we stand for is simple: sovereign data, interoperable systems, decoupled intelligence — delivered the way modern software should be. No rip-and-replace. No multi-year transformation. Our CEO Anu Jain puts it well: we turn the "ball of yarn" of data integrations into a unified engine — less like assembling car parts, more like buying the car ready to drive. 85+ open-source tools pre-integrated. AI-native automations that deploy and self-heal the stack without human toil. Forward-deployed engineers who build shoulder-to-shoulder with customer teams — hands on keyboards, not just on decks. It's working, and fast. We're tripling revenue year over year, backed by Insight Partners, and running in production in environments most vendors won't touch. Our platform processes credit risk data for 90%+ of US small businesses — 40M+ — every month. Intent signals for 300M+ subscribers monthly for Africa's largest telco. The data and AI layer for a Top 3 US bank. We're 100+ people across the US and India, headquartered in Atlanta. We think big, move fast, and don't mistake activity for progress. We hire people who'd rather ship the rocket than brief someone on it. Check out this podcast of Anu talking about our solution here: https://www.youtube.com/watch?v=g8g50sv5GhQ Key
Responsibilities Team Leadership & Management • Own day-to-day management of all India-based Tier 1–3 Customer Support Engineers, including performance management, career development, and personnel decisions. • Set and maintain the shift schedule, ensuring full coverage across all required time windows (including Shift A and Shift B) with appropriate overlap and handoff protocols. • Oversee on-call rotations and monitor on-call scenarios in real time — ensuring incidents are responded to promptly, escalated correctly, and resolved with proper documentation. • Conduct regular 1:1s, team meetings, and performance reviews. Provide consistent, honest feedback and coach engineers on both technical skills and customer-facing communication. • Own all personnel-related matters for the India team: hiring, onboarding, performance improvement, and offboarding, in coordination with HR and US leadership. • Foster a culture of ownership, curiosity, and continuous improvement — modelling the NOC-to-support-team transformation the organization is undergoing. Technical Leadership & Escalation Handling • Serve as the senior technical escalation point for the India team. When L2 engineers hit their ceiling, you are the next line or need to know who and when to bring in other resources. • Maintain working familiarity with the NexusOne platform stack, including Hadoop/Spark job execution, Kyuubi, Airflow, Kubernetes, IAM/authentication systems (Keycloak, Ranger, AD), and data storage layers (S3, DPC, EDB). • Review and approve L3 escalations before they are passed to the engineering team or Customer Reliability Engineering (CRE) function. Your goal is to reduce unnecessary escalations, not just pass them up. • Work closely with the Sr. L3 Support Engineer and the Engineering Team during the knowledge transfer period to absorb platform-specific expertise into the India team. • Contribute to runbook creation, knowledge base development, and root cause analysis documentation so that institutional knowledge is captured and shared. Operations & Process • Monitor ticket queues, SLA adherence, and resolution metrics across the India team. Identify patterns, surface systemic issues, and drive continuous improvement. • Implement and enforce support processes for case lifecycle management — open, triage, update, escalate, resolve, follow up — ensuring consistent quality across all engineers. • Own the weekly and monthly reporting for India team performance: ticket volume, resolution rates, escalation rates, CSAT, and on-call incident summaries. • Collaborate with the Sr. Manager of Customer Support & Operations (US) on operational priorities, hiring plans, team maturation, and cross-regional initiatives. • Coordinate handoffs between the India and US teams, ensuring continuity of coverage and no gaps in customer-facing communication. Mentoring & Development • Actively mentor L1 and L2 engineers on technical depth, troubleshooting methodology, customer communication, and escalation judgment. • Identify skill gaps across
