About Us:

Automation Anywhere is the leader in Agentic Process Automation (APA), transforming how work gets done with AI-powered automation.

Its APA system, built on the industry's first Process Reasoning Engine (PRE) and specialized AI agents, combines process discovery, RPA, end-to-end orchestration, document processing, and analytics - all delivered with enterprise-grade security and governance.

Guided by its vision to fuel the future of work, Automation Anywhere helps organizations worldwide boost productivity, accelerate growth, and unleash human potential.

Job Title: Manager, Technical Support

Location: Bengaluru, India (Hybrid)

Department: Customer Support

Reports to: Director, Customer Support

Our Opportunity

We are seeking a dynamic and experienced Manager, Technical Support, to lead a team of skilled support engineers in a 24x7 Enterprise Support environment.

This role is critical in ensuring world-class customer experiences by driving timely resolution of technical issues, fostering a culture of continuous improvement, and collaborating cross-functionally to enhance product supportability.

This role requires flexibility in working hours based on business needs.

You Will Make An Impact By Being Responsible For:

- Lead and mentor a team of technical support engineers across multiple time zones.

- Ensure timely and high-quality resolution of customer issues, meeting SLAs and CSAT goals.

- Collaborate with Engineering, Product Management, and Customer Success teams to drive product improvements and customer satisfaction.

- Analyze support trends and metrics to identify areas for process and product improvement.

- Develop and maintain knowledge base articles and support documentation.

- Drive operational excellence through automation, tooling, and process optimization.

- Participate in hiring, onboarding, and performance management of team members.

You Will Be a Great Fit If You Have:

- 10+ years of experience in technical support, with at least 3 years in a leadership role (Management role).

- Strong understanding of enterprise software, SaaS platforms, and cloud technologies.

- Experience with automation, RPA, or AI-based platforms is a plus.

- Excellent problem-solving, communication, and interpersonal skills.

- Proven ability to manage escalations and work under pressure.

- Bachelor's degree in computer science, Engineering, or a related field.

Preferred Skills:

- Familiarity with tools like Salesforce, Jira, Confluence, and monitoring platforms.

- ITIL certification or experience with ITSM frameworks.

- Experience working in a global support environment.