Untitled at NetApp

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 Net App’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 Net App 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 Net App, 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:

Net App is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other protected classification.

Why You'll Thrive at Net App

At Net App, you won't wait for the perfect moment—you'll make it. The early planning, the extra thought, the bold idea that turns good into great: That's how our people operate and how we continue to push the boundaries of data infrastructure.

Net App is the trusted partner for organizations transforming data into opportunity. As the only enterprise-grade storage service natively embedded in Google Cloud, AWS, and Microsoft Azure, we empower customers to run everything from traditional workloads to enterprise AI with unmatched performance, resilience, and security.

Our culture

We celebrate mold breakers, bold thinkers, and problem solvers. We reward initiative, impact, and ownership. We provide flexibility so you can balance professional ambition with your personal life. Here, differences are not just welcomed—they drive everything we do.

If you're ready to innovate, rise to the challenge, and own every moment - make your next move your best one. Apply now.