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Manager, Technical Support


Abnormal Security


Location

Bangalore | India


Job description

Must Haves

What Youll Do

Report to the Director of Support base in the US. You will be based in India and execute with consistency and excellence in the following areas:

Work with the team to provide first-line support response to customers following quarterly timeliness and quality targets as defined by you as a manager, including

Support CSAT Rating

95+%

1st Response Time

90% SLA Attainment

Resolution Time

90% SLO Attainment

Case Deflection

Product Knowledge Advisory:

Relationship Building:

Cross-Functional Collaboration:

Triage and Risk Mitigation:


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