Shipbob - Technical Support Manager - Ticketing System

Description :

As a member of the ShipBob Team, you will :

Grow with an Ownership Mindset : We champion continuous learning and proactive innovation.

Team members are encouraged to identify challenges and take ownership of initiatives that drive merchant, company and personal growth.

By tackling complex problems and exploring creative solutions, you wont just follow a playbook, youll be actively building the future of ShipBob.

Collaborate with Peers and Leaders Alike : ShipBob values collaboration and support, where team members and leaders alike are committed to helping each other succeed.

We all set high standards and understand the importance of transparency at all levels.

Weve created an environment where trust, open communication, and mutual respect motivate our teams to reach new heights.

Experience a High-Performance Culture and Clear Purpose : Our commitment to delivering results creates a goal-driven, high-performance culture where everyone is empowered to contribute to our mission with a clear understanding of their direct impact and accountability.

We measure success in tangible ways, allowing each team member to see the positive outcomes of their work and celebrate shared victories.

Location : Remote India.

Role Description :

We are seeking an experienced Technical Support Manager to oversee Software Operations Center (SOC) teams in India.

This role ensures seamless support coverage across shifts, manages incident resolution, and guides process improvements.

You will oversee multiple shifts of Technical Support Engineer (Levels 13 and Administrators), totaling at least 12 team members per shift structure.

Your focus will be on operational excellence, team development, and collaboration with engineering and product teams.

This position reports to the SOC Director.

At ShipBob, were transforming e-commerce fulfillment through innovative technology and operational excellence.

Our Software Operations Center (SOC) in India operates 24/7/365 to ensure uninterrupted production support for our global network of fulfillment centers.

The SOC plays a critical role in maintaining system stability, resolving incidents quickly, and enabling feature teams to focus on development.

We draw inspiration from industry leaders like Amazon and Microsoft, emphasizing proactive monitoring, automation, and continuous improvement.

What Youll Do :

Team Leadership and Shift Management :

- Manage and mentor Technical Support Engineer across three shifts, ensuring 24/7 coverage for production systems.

- Oversee shift handovers and documentation to maintain continuity and minimize downtime.

- Handle recruitment, onboarding, performance reviews, and career development for support staff.

Incident Management and Root Cause Analysis :

- Ensure timely resolution of IPS (Incident/Problem/Support) tickets within SLA commitments.

- Conduct root cause analysis and share findings with engineering teams to prevent recurrence.

- Maintain dashboards and reports highlighting recurring issues and trends.

Process Improvement and Automation :

- Develop and maintain SOPs for common issues and resolutions.

- Identify opportunities for automation (e.g., scripting repetitive tasks, integrating monitoring tools).

- Run initiatives to improve operational efficiency and reduce ticket volume.

Collaboration and Reporting :

- Partner with SOC Director for monthly reviews and stakeholder meetings.

- Foster solid relationships with engineering and product teams for knowledge sharing and joint problem-solving.

- Additional duties and responsibilities as necessary.

What Youll Bring To The Table :

Technical knowledge :

- Sound understanding of production support environments, including incident triage, escalation, and resolution workflows.

- Hands-on experience with monitoring and alerting tools (e.g., Datadog, PagerDuty, New Relic).

- Familiarity with ticketing systems like Jira or ServiceNow.

- Working knowledge of SQL for data analysis and troubleshooting.

- Basic proficiency in scripting languages (e.g., Python, PowerShell, or Bash) for automation and operational tasks.

- NET Framework experience : Ability to troubleshoot.

- Understanding of cloud platforms (AWS, Azure, or GCP) and concepts like load balancing, failover, and high availability.

- Exposure to CI/CD pipelines and deployment processes for troubleshooting release-related issues.

- Ability to interpret application logs, debug issues, and collaborate with engineering teams on fixes.

- AI/ML knowledge : Familiarity with using AI/ML tools for anomaly detection, predictive monitoring, and automating repetitive support tasks.

- Bachelors degree in Computer Science, Engineering, or related field.

- 7+ years of experience in technical support or operations, with at least 3 years in a managerial role.

- Demonstrated expertise in incident management and root cause analysis in high-availability environments.

- Familiarity with monitoring and ticketing tools (e.g., Jira, PagerDuty, Datadog).

- Excellent leadership, communication, and organizational skills.

- Ability to work flexible shifts in a 24/7 environment.

Preferred qualifications :

- Experience in scaling support operations in tech or e-commerce companies.

- Certifications in ITIL, SRE, or related frameworks.

Perks & Benefits :

- Medical, Term & Accidental Insurance.

- All Purpose Leave (casual & sick time) : 12 days.

- Earned Leave : 15 days.

- Public Holiday : 12 days.

- Generous Maternity & Paternity Leave.

- Quarterly Wellness Day.

- Work From Home Allowance.