Manager, Support Engineering

As a business unit of Cloud Software Group ibi is a global leader in data and analytics with the flagship WebFOCUS product. We are looking for an experienced Manager Technical Support to lead and develop our remote WebFOCUS Support team based in India. This role is critical for ensuring operational excellence driving high customer satisfaction and strategically managing the resolution of complex enterprise issues in a cloud and hybrid environment.

This is a full-time remote position located in India.

The Role

The Manager Technical Support will lead a team of Technical Support Engineers (L1 and L2) responsible for post-sales support of the ibi WebFOCUS platform. The manager is the primary owner of the teams operational metrics customer satisfaction scores and employee development. This role requires a strong technical background exceptional leadership skills and the ability to operate strategically within a global support organization.

Reports to: Director ibi BU Support

Key Responsibilities

Team Leadership and Development

• Lead mentor and manage a team of L1 and L2 Technical Support Engineers and Gold Account Support Managers fostering a culture of excellence accountability and continuous learning.

• Conduct regular performance reviews and career development planning for all team members ensuring specialized skill development in WebFOCUS and related cloud technologies.

• Drive the recruitment onboarding and training of new support engineers to maintain a high level of technical competency and cultural fit.

• Oversee the L2 mentorship program ensuring senior engineers effectively coach and upskill L1 team members on advanced WebFOCUS troubleshooting and diagnostic techniques.

Operational Excellence and Customer Experience

• Own and drive key operational metrics including Customer Satisfaction (CSAT) First Response Time (FRT) and Mean Time to Resolution (MTTR).

• Manage the case queue and resource allocation to ensure timely and effective handling of all customer issues prioritizing high-severity and escalated cases.

• Serve as the primary escalation point for critical customer issues coordinating resolution efforts between the support team product management and engineering/development.

• Implement and enforce support processes best practices and knowledge management standards to maximize team efficiency and case quality.

Technical and Strategic Management

• Maintain a deep understanding of the WebFOCUS product architecture deployment models (cloud hybrid on-prem) and customer use cases.

• Collaborate directly with support leadership to align team goals with organizational strategic initiatives particularly the transition to and support of cloud offerings.

• Oversee the creation of high-quality technical content and knowledge base articles by the team to enable self-service and reduce repeat cases.

• Track and report on common product issues providing valuable feedback to Product Management and Engineering to influence product quality and future roadmaps.

Essential Qualifications and Skills

Required Experience and Leadership

• Minimum of 5 years of experience in enterprise technical support with at least 2 years in a management or team lead role.

• Proven experience in a technical support role for WebFOCUS or a similar complex enterprise Business Intelligence/Analytics platform is highly preferred.

• Demonstrated experience managing remote teams across different time zones ideally within India.

• Bachelors degree in Computer Science Information Technology or equivalent experience.

Required Skills

• Exceptional leadership coaching and conflict resolution skills.

• Superior operational management and data analysis abilities (e.g. using data to drive staffing and process improvements).

• Expert-level written and verbal English communication skills for professional and strategic customer and executive-level interaction.

• Ability to work effectively in a fast-paced global and highly collaborative environment.

About Us:

Cloud Software Group is one of the worlds largest cloud solution providers serving more than 100 million users around the globe. When you join Cloud Software Group you are making a difference for real people each of whom count on our suite of cloud-based products to get work done from anywhere. Members of our team will tell you that we value passion for technology and the courage to take risks. Everyone is empowered to learn dream and build the future of work. We are on the brink of another Cambrian leap -- a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.

Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age race color creed sex or gender sexual orientation gender identity gender expression ethnicity national origin ancestry citizenship religion genetic carrier status disability pregnancy childbirth or related medical conditions (including lactation status) marital status military service protected veteran status political activity or affiliation taking or requesting statutorily protected leave and other protected classifications.

If you need a reasonable accommodation due to a disability during any part of the application process please email us at for assistance.