• Own day-to-day management of all India-based Tier 1–3 Customer Support Engineers, including performance management, career development, and personnel decisions. • Set and maintain the shift schedule, ensuring full coverage across all required time windows (including Shift A and Shift B) with appropriate overlap and handoff protocols. • Oversee on-call rotations and monitor on-call scenarios in real time — ensuring incidents are responded to promptly, escalated correctly, and resolved with proper documentation. • Conduct regular 1:1s, team meetings, and performance reviews. Provide consistent, honest feedback and coach engineers on both technical skills and customer-facing communication. • Own all personnel-related matters for the India team: hiring, onboarding, performance improvement, and offboarding, in coordination with HR and US leadership. • Foster a culture of ownership, curiosity, and continuous improvement — modelling the NOC-to-support-team transformation the organization is undergoing. Technical Leadership & Escalation Handling
• Serve as the senior technical escalation point for the India team. When L2 engineers hit their ceiling, you are the next line or need to know who and when to bring in other resources. • Maintain working familiarity with the NexusOne platform stack, including Hadoop/Spark job execution, Kyuubi, Airflow, Kubernetes, IAM/authentication systems (Keycloak, Ranger, AD), and data storage layers (S3, DPC, EDB). • Review and approve L3 escalations before they are passed to the engineering team or Customer Reliability Engineering (CRE) function. Your goal is to reduce unnecessary escalations, not just pass them up. • Work closely with the Sr. L3 Support Engineer and the Engineering Team during the knowledge transfer period to absorb platform-specific expertise into the India team. • Contribute to runbook creation, knowledge base development, and root cause analysis documentation so that institutional knowledge is captured and shared.
Operations & Process
• Monitor ticket queues, SLA adherence, and resolution metrics across the India team. Identify patterns, surface systemic issues, and drive continuous improvement. • Implement and enforce support processes for case lifecycle management — open, triage, update, escalate, resolve, follow up — ensuring consistent quality across all engineers. • Own the weekly and monthly reporting for India team performance: ticket volume, resolution rates, escalation rates, CSAT, and on-call incident summaries. • Collaborate with the Sr. Manager of Customer Support & Operations (US) on operational priorities, hiring plans, team maturation, and cross-regional initiatives. • Coordinate handoffs between the India and US teams, ensuring continuity of coverage and no gaps in customer-facing communication. Mentoring & Development
• Actively mentor L1 and L2 engineers on technical depth, troubleshooting methodology, customer communication, and escalation judgment. • Identify skill gaps across the team and build development plans — including structured mentoring sessions, pairing with senior engineers, and self-study tracks. • Champion soft skills and professional communication as core competencies, not optional extras. Model what good customer-facing communication looks like. • Support the onboarding of new India team members, including the India L1 cohort joining June 1, ensuring they are productive and culturally integrated by Day 60. ## Qualifications
Required
• 6+ years of experience in technical support, platform operations, or site reliability — with at least 2 years in a people management role overseeing a technical team. • Hands-on technical background with enterprise data platform technologies: Hadoop, Spark, Kyuubi, Airflow, Kubernetes, or equivalent. Must be able to read logs, interpret errors, and guide engineers through complex troubleshooting — not just manage from a distance. • Experience managing shift-based teams across multiple time zones, including scheduling, on-call oversight, and escalation workflows. • Demonstrated ability to handle direct customer escalations — both written and live — with professionalism, clarity, and ownership. • Experience with helpdesk/ticketing platforms (Zendesk, Jira Service Management, or equivalent) and familiarity with SLA frameworks. • Strong written and verbal communication skills in English. Ability to communicate technical issues clearly to non-technical stakeholders. • Genuine mentorship mindset — a track record of developing junior and mid-level engineers, not just managing them. • Experience supporting external, paying customers of a commercial product or SaaS platform. This role requires a customer-facing background — not exclusively internal IT, enterprise helpdesk, or in-house application support. If your career has been entirely supporting your own employer’s internal users, this is not the right fit. • Demonstrated ability to communicate directly with external customers during incidents and escalations — written status updates, live bridge calls, and executive-level communication. This is a daily expectation, not an occasional requirement. Preferred
• Familiarity with IAM technologies: Active Directory, Keycloak, Apache Ranger, Vault, or Kerberos. • Exposure to AIOps, automated monitoring, or AI-assisted ticket triage tools (e.g., Pylon AI or similar). • Experience working with or reporting to a US-based leadership team in a distributed org model. • Prior experience leading a team through an operational transformation (reactive to proactive support model). ## Reporting Structure & Logistics
• Reports to: Sr. Manager of Customer Support & Operations (US-based)
• Location: India — Pune preferred; other India locations considered
• Travel: Occasional travel to the US for onboarding, annual team summit, and key customer events
• Shift: Must be available during Shift A/B overlap windows and reachable for on-call escalations outside standard hours
• This is an immediate priority hire
Why You’ll Love Working at Nexus
At Nexus, we value people who want to grow — and support each other while doing so. You can expect:
A collaborative team culture built on curiosity and respect
Challenging work where your contributions clearly matter
A leadership team that invests in learning and development
The opportunity to work at the intersection of cloud, data, and AI innovation
