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Why You're a Fit
Job Description
Job Summary
The Technical Support Manager (TSM) role is a key leadership position responsible for managing customer relationships and overseeing technical support delivery. You will lead 2nd/3rd‑level engineers who diagnose, troubleshoot, and resolve complex issues across NetApp’s product and cloud portfolios. This role requires strong people leadership, operational excellence, and cross‑functional collaboration. This role also includes responsibilities of program management.
Job Requirements
• Lead teams of Technical Support Engineers and Escalation Engineers handling complex issues across NetApp product lines.
• Guide teams through high‑stress or ambiguous customer situations, ensuring timely and high‑quality resolutions.
• Provide coaching, mentorship, and performance management for a team of 10–15 engineers.
• Recruit, onboard, and develop talent to support cloud data services and SaaS offerings.
• Maintain strong communication channels with customers and cross‑functional teams.
• Drive continual improvement initiatives to enhance support delivery and overall customer experience.
• Manage daily activities, such as preparing performance reports and conducting operational assessments.
• Achieve and exceed quarterly operational goals (response time, resolution time, CSAT, etc.).
• Managing case queues and escalation management.
• Rotational shifts within the business hours (4 AM IST – 6 PM IST)
• Align to vendor TSM and Acct Mgr. on daily basis with active critical customer issues as well as assist in tactical and strategic planning with the team.
• Deploy data‑driven strategies and automation to improve efficiency and customer outcomes.
• Manage escalations effectively, ensuring quick turnaround and stakeholder alignment.
• Foster a culture of learning, adaptability, and innovation within the team.
• Lead and manage complex technical programs and projects within the technical support organization.
• Define program objectives, scope, and success criteria in collaboration with stakeholders.
• Develop and maintain project plans, timelines, and resource allocation to ensure successful execution.
• Monitor project progress, identify risks, and issue, and implement mitigation strategies.
• Coordinate cross-functional teams, ensuring effective communication, collaboration, and alignment.
• Identify opportunities for process improvement within the technical support organization and drive initiatives to enhance efficiency and effectiveness.
• Analyze support metrics, trends, and customer feedback to identify areas for improvement.
• Collaborate with stakeholders to streamline support processes, optimize workflows, and enhance service delivery.
Education
• BE/BTech with 8–10 years of relevant experience.
• Minimum of 4+ years of people‑management experience in a fast‑paced, customer‑facing support environment.
• Proven experience managing teams in technical support—preferably on Storage concept
• Knowledge of Artificial Intelligence.
• Experience leveraging data and automation tools to improve support outcomes.
• Prior experience managing cloud support teams, ideally with AWS workloads.
At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.
Equal Opportunity Employer:
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, and any protected classification.
Why NetApp?
We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches.
We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off each year to volunteer with their favourite organizations. We provide comprehensive benefits, including health care, life and accident plans, emotional support resources for you and your family, legal services, and financial savings programs to help you plan for your future. We support professional and personal growth through educational assistance and provide access to various discounts and perks to enhance your overall quality of life.
If you want to help us build knowledge and solve big problems, let's talk.