Global Support Manager

GLOBAL SUPPORT MANAGER (PUNE)

About Gurucul

Gurucul is a cybersecurity analytics company delivering Next-Gen SIEM, UEBA, Insider Risk Management, and identity/threat detection solutions. We help enterprises reduce noise, detect threats faster, and improve security outcomes using advanced analytics and AI.

Role Summary

Gurucul is seeking a Global Support Manager to lead our global customer support operations, with teams located in Pune, India and Los Angeles, USA. This is a key leadership role responsible for driving world-class customer support delivery for our enterprise SaaS platform. The ideal candidate will have a strong background managing technical support teams for B2B SaaS software, preferably in cybersecurity domains such as SIEM or EDR, and has hands-on experience with Freshdesk or similar support platforms.

Key Responsibilities

• Lead and manage global support operations across Pune and Los Angeles, ensuring seamless 24×7 coverage and consistent service delivery.
• Oversee and develop Tier 1–3 support engineers, fostering a customer-first culture focused on responsiveness, accountability, and quality.
• Drive performance against defined SLAs, KPIs, and customer satisfaction goals (CSAT, FCR, MTTR, etc.).
• Own and optimize support processes, ticket routing, and escalation workflows within Freshdesk, including automation and analytics.
• Collaborate closely with Engineering, Cloud Operations, and Customer Success to ensure rapid issue resolution and continuous product improvement.
• Establish strong communication between global teams to enable effective handoffs and maintain alignment on high-priority customer cases.
• Monitor and analyze support metrics, trends, and recurring issues to identify opportunities for prevention, efficiency, and knowledge base expansion.
• Mentor, coach, and grow the support organization through training, performance reviews, and career development planning.
• Serve as senior escalation point for critical incidents and customer-impacting issues, coordinating with cross-functional teams to resolve efficiently.
• Champion the customer voice within the company to influence product enhancements and improve overall user experience.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related discipline (Master’s preferred).
• 8–12 years of experience in B2B enterprise SaaS technical support, including 3–5 years in a management or global leadership role.
• Proven success leading multi-region support operations (India and U.S. preferred).
• Hands-on experience with Freshdesk (admin, reporting, automation) required; experience integrating Freshdesk with CRM or DevOps tools (e.g., Salesforce, Jira) a plus.
• Background in cybersecurity software, especially SIEM, EDR, or SOC operations, strongly preferred.
• Deep understanding of SaaS infrastructure, cloud environments (AWS/Azure/GCP), and enterprise IT systems.
• Strong analytical, organizational, and communication skills.
• Demonstrated ability to manage global teams, high-volume escalations, and customer success metrics in a fast-paced environment.

Location

Pune, India

To apply:

Please send resumes to jobs@gurucul.com for consideration.