Role : Manager Solutions Engineering

Reporting head : Head Solutions Engineering

Location : Bengaluru

Philosophy of MoEngage’s Solutions Engineering team

The philosophy of our Solutions Engineering team is at the heart of everything we do. Innovation built on Customer-Centricity, Democracy of knowledge built on the first-principles of transparency, Going Above and beyond when no one is looking are just some of the things that make our DNA.

The Moengage Solutions Engineering team is on a mission to be a strategic differentiator and the foremost customer support organization on a global scale. We believe strongly and operate according the motto “The best customer experience is one where the customer doesn't need to reach out for support”

About MoEngage

MoEngage is an insights-led customer engagement platform, trusted by 1,200+ global consumer brands. As a Great Place to Work Company we are a young, fast-paced and intelligent customer engagement platform that fosters a culture of innovation, ownership, freedom, and fun while building future-ready technology products. Sitting at a conflux of diverse technologies like Artificial Intelligence, Big Data, Web & Mobile platforms, MoEngage technology analyzes billions of data points generated by customers and their devices in order to predict their behavior and engage them at every touchpoint throughout their lifecycle with personalized communication.

In just ten years since our inception, we have worked with leading Fortune 500 brands such as Deutsche Telekom, Samsung, Ally Financial, Vodafone, and McAfee along with internet-first brands such as Flipkart, Ola, OYO, Bigbasket, and Sharechat, with a global presence that encompasses 35 countries. We currently have offices in San Francisco, Boston, London, Dubai, Ho Chi Minh city, Bangkok, Kuala Lumpur, Singapore, Sydney, Vietnam, Berlin, Jakarta, and Bengaluru.

What’s in it for you?:

• Global Exposure and Experience: As a manager within the SE team, you will directly interact and manage queries from some of the world's largest and most influential companies. This will not only enhance your exposure to global business operations but will also provide learning experiences that will augment your career growth.

• Leadership and Management Skills: This role provides a tremendous opportunity to lead a team of technical experts, strengthening your leadership style and management skills. You will not just guide your team but also strategize the overall function of SDK support, improving it for the future.

• Technical Proficiency: Working in one of the most demanding areas of technical support, you will acquire deep technical knowledge and problem-solving skills that are highly valued in the tech industry.

• Impact and Influence: As you manage queries and solutions for large-scale companies, the impact of your work will be extensive and far-reaching. Your expertise and decision-making will influence products and services that these companies provide to millions of users. Your work moves the world!

Responsibilities:

• Ownership of metrics and ensuring that the team meets global standards like 98% CSAT, 97% SLA, Resolution time, Escalation% etc

• Ownership of escalations, processes & workflows

• Collaborate with cross-functional teams like Engineering, CS, and Product Management to ensure a seamless customer experience and drive customer retention

• Provide ongoing feedback, coaching, and career development to the team to ensure continuous development of their skills

• Device risk management and operational strategies based on operational performance

Requirements:

• 8+ years total experience with a minimum of 3+ years of experience leading/managing technical support queues.

• Extensive experience in dealing with customers from across the globe.

• Experience managing technical support / product support teams.

• Experience recruiting and sourcing team members.

• Experience interacting directly with customers in a technical context.

• Superior communication and interpersonal skills.

• Demonstrated ability to mentor and coach team members

• An innate desire to provide amazing customer experiences.

• Ability to learn new technologies quickly.

• Strong organizational sense and stakeholder management