Required Skills

Product management Strategic planning

Work Authorization

  • Citizen

Preferred Employment

  • Full Time

Employment Type

  • Direct Hire

education qualification

  • UG :- - Not Required

  • PG :- - Not Required

Other Information

  • No of position :- ( 1 )

  • Post :- 13th Aug 2022


What Youll Do

Responsibilities include but are not limited to the following:

  • Responsible for leading a team of Tech Support Engineers in the Global Technical Support organization, who are engaged in providing assistance to customers and partners in technical issue identification and resolution.
  • You are technically sound and can understand the technology learn Druva Products. This is a must to assist the team in resolving technical problems.
  • Specializes in high-end, Enterprise level support of customers or channel partners with advanced support needs.
  • Establishes staff schedules for queue coverage and individual or group training sessions.
  • Conducts regular 1:1 and team meetings to evaluate individual and team performance and facilitates the development of proficiency in both technical skills and general customer service skills.
  • You will work closely with the Druva support team, Engineering, Solutions Delivery, Sales, and Product Management to ensure that Druva is delivering overall superior service and support to our customers.
  • Has very good verbal and written communication skills to drive effective customer communication.
  • Delivery of superior-level support to end-user customers and functioning as point-of-contact for raised issues to ensure appropriate response and focus of support teams. Good understanding of technical support KRA/KPI and ability to drive/meet them consistently.
  • Demonstrate strong acumen to understand and work with support leadership to solve business challenges
  • Design, develop and implement processes to enhance support function
  • Drive critical customer issues to resolution leveraging cross-functional resources
  • Proven track record of delivering results through people, business and operations management.
  • Regularly participating in strategic planning discussions to provide insightful ideas on process improvements and customer service delivery.
  • Conduct structured meetings to create cohesive environment of support operations
  • Must be able to work in a fast paced technical environment and support a product with frequent product releases and regular maintenance updates

Who You Are


  • Must possess a Bachelor of Science in Computer Information Systems or equivalent experience. - At least 3 years of management experience in a technical support environment
  • Effective leadership experience required, with goal setting and action plans for career development on a team and individual basis.
  • Must exhibit an effective customer service attitude and be able to lead a team in resolving difficult customer situations
  • Must utilize exemplary verbal and written communication skills when dealing with customers and business partners.
  • Understand the need and importance of having customer at the core of everything we do
  • Must have at relevant experience working as a Support/Technical Engineer
  • You have successfully delivered a key initiative project in the current organization that has helped scale up the support level and business.
  • You are dynamic and can adopt the changes and drive changes easily.

Desired Skills and Experience:

  • Good understanding of the following technologies:
  • SaaSApps- M365, Gsuite, SFDC
  • Windows/Linux/MAC operating systems
  • Active directory/API
  • AWS

Background of storage/backup/security is a must.

  • Skilled in leading and motivating talented support engineers.
  • Knowledge and proficiency in staff scheduling, workload analysis, performance management, and interviewing skills.
  • Ability and comfort in dealing with difficult employee or customer issues, and in ensuring positive interactions even when message content is difficult or critical.
  • Must be motivated by challenges and be able to offer multiple solutions for a problem.
  • Consistent record of defining and developing innovative enhancements to Support process and methodology.
  • Able to develop individual and team objectives to contribute positively to organizational goals and direction.
  • Proven ability to work in a dynamic environment and use judgment in handling customer calls and providing technical assistance.

Company Information