We’re hiring a Technical Support Manager to lead a skilled team of Cloud Migration Engineers supporting enterprise customers in their journey from on-prem to cloud. If you have strong people leadership, deep technical knowledge, and a passion for solving customer problems—this is your opportunity to shape the future of cloud adoption.
Key Responsibilities:
Lead, coach, and scale a team of cloud support engineers delivering migration support to enterprise clients.
Own team performance around issue resolution, SLA adherence, and customer satisfaction.
Collaborate with cross-functional teams (Customer Success, Engineering, DevOps) to ensure smooth and timely migrations.
Guide and influence customers on best practices for Atlassian cloud migration journeys.
Drive strategic improvements in support processes, documentation, tooling, and metrics.
Manage escalations and ensure high-quality communication and transparency with customers.
Contribute to team growth through hiring, training, mentoring, and retention initiatives.
Who You Are:
12–15 years of experience in software or SaaS industry, including 5+ years leading technical support or migration teams.
Proven experience leading support for cloud migrations, SaaS platforms, or enterprise software.
Deep understanding of cloud technologies i.e. AWS/ Azure, customer support models, and enterprise migration projects.
Technical background in SQL, scripting (Python, Bash), SSO/SAML/LDAP, REST APIs, and server/cloud infrastructure.
Excellent communication, stakeholder management, and leadership skills.
Experience working in high-touch, enterprise customer environments and cross-regional teams.
Experience in 24x7 support models and managing global or hybrid teams is a plus.
Bachelor’s in Engineering/IT; MBA or relevant certifications are a plus.