Senior Manager - Product Reliability Engineering & Support

Bangalore, India

Full Time Senior-level / Expert
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Instabase
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At Instabase, we’re passionate about building software to advance the state of the art in computing. We’ve built a fearlessly experimental, customer-obsessed team who are making discoveries to fundamentally change how people build and consume business applications. Today, we’re partnering with the world’s leading companies to transform how they use data and technology. If these challenges excite you, we’d love to hear from you!


As a Leader in the Product Reliability Engineering and Support (PRE[S]) organisation, you’ll recruit and lead a small, passionate, and fast-growing team of devoted SWE and SRE, solving challenging product issues and queries from Instabase customers. You will define and implement strategies to improve customer experience, scale the team & develop talent with empathy and a commitment to care.

You have a background either as an SRE or SWE with a deep technical understanding. You enjoy being hands-on and solving sophisticated technical issues yourself. You respond to customer escalations as if they were your own, and drive them to resolution timely and effectively. 

You also take the lead focusing on proactively identifying and solving issues that could impact our customers and work tightly integrated with our core engineering teams, creating a supportable, scalable platform running in private clouds, on-premise, or SaaS. You enjoy working cross-functionally and understand how to bring different experts together when a critical situation requires it. 

As part of the overall Customer Success Team, we are obsessed with being customer-focused. You don’t just focus on doing the right thing for one customer, you have and/or build the ability to extract what is important to all Instabase customers as their advocates. 

 

What you’ll do

Act as the thought leader both internally and externally

  • Act as a key member of the Product Reliability Engineering & Support team and partner with leaders across the company to effectively meet objectives and execute strategy
  • Lead with Empathy and enable the team and each team member to grow, contributing to their personal and Instabase’s success 
  • Present strategy, key insights, financial/non-financial achievements, progress updates, etc in a compelling manner
  • Organise internal resources to advocate for the customer with our Engineering and Product teams
  • Provide technical thought leadership in the form of architecture, implementation, and troubleshooting best practices, driving end-to-end 'full-stack technical support'

Build Product Reliability Engineering Team

  • Recruit, retain, coach, and develop world-class SWE and SRE Engineering talent with a focus on troubleshooting, problem-solving, and proactively identifying and addressing issues before customers actually experience them
  • Empower your team to deliver exceptional work
  • Identify and implement frameworks and programs that will develop technical leadership and engineering talent to be the best they can be
  • Maintain a capacity plan, balance reaction-driven support with proactive engineering work

 

Design & Implement Best Practices and Processes 

  • Develop an environment and culture of customer tenacity throughout Instabase
  • Implement & continuously iterate and standardize Support, Operational, and Engineering processes 
  • Design and implement tools to ensure a consistent and reliable journey for customers while driving efficiency, productivity, and communication
  • Help with revenue retention; promote net new opportunities as well as expansion in existing accounts

Provide Customer-Centric Technical Excellence

  • Foster strong relationships with customers and maintain high & consistent quality of service and customer satisfaction
  • Manage the unplanned: Help ensure the customer is hearing from a familiar voice when they have “bump in the night” issues which could be negatively impacting their deployments
  • Analyse operational metrics to determine strategic wins and drive improvements that will increase value for customers

About you

  • You have 3+ years of leadership experience leading small to midsize Support or Engineering team in fast-growing B2B technology / SaaS organisation serving tech-savvy enterprise customers with experience in 
    • Designing and implementing talent cultivating programs that grow strong leaders and strong success teams
    • Building a customer-centric culture that champions a customer-first mentality
    • Dealing with competing priorities in a fast-paced environment
    • Building support process and escalation management are a big plus
    • Success in cross-functional influence and inspiring change in a matrices environment
  • You have hands-on strong technical experience in
    • Systems and application architecture, software development, databases, performance tuning, etc.
    • Reading and writing Python or other scripting languages
    • Troubleshooting distributed components/services and log analysis
    • Good grasp of enterprise user management and access control policies
  • You have demonstrated a customer-centric approach 
    • Strong desire and ability to work with customers
    • Outstanding communication and customer relationship skills

 

  • You have an analytical mindset and data-driven approach to problem-solving with experience in 
    • Delivering customer-focused KPIs and measurable improvements
    • Interpreting data analytics to derive insight and drive customer value

Instabase is an equal opportunity employer and values diversity in all forms.  We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, protected veteran status, disability, or any other unlawful factor.

Job region(s): Asia/Pacific
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