Manager — Fanatic Customer Support Engineering

Location: Hyderabad (India)
Team: Fanatic Customer Support, Kore.ai

About the Role

The Fanatic Customer Support Engineering team at Kore.ai is responsible for delivering world-class technical support for enterprise AI deployments. Our mission is to ensure that customers building AI applications on Kore.ai receive fast, reliable, and deeply technical assistance whenever they need it.

As Manager of Fanatic Customer Support Engineering, you will lead a team of highly skilled engineers responsible for resolving complex technical issues and supporting enterprise customers running mission-critical AI solutions.

You will play a key role in shaping the future of Kore.ai’s customer support organisation—building scalable processes, mentoring engineers, and strengthening collaboration between customers, product teams, and engineering.

Fanatic Customer Support at Kore.ai means:

●       Customer success is our primary metric of success.

●       We take ownership of the toughest problems and solve them with urgency and technical depth.

●       We continuously improve our platform by learning from every customer interaction.

What You’ll Do

●       Lead and mentor a team of technical support engineers responsible for resolving complex customer issues.

●       Establish best-in-class operational processes for incident management, escalation handling, and troubleshooting workflows.

●       Partner closely with engineering and product teams to resolve critical production issues and improve platform reliability.

●       Build scalable support capabilities through tooling, automation, documentation, and internal training.

●       Define and track key support metrics including response time, resolution quality, and customer satisfaction.

●       Act as an escalation point for high-impact incidents and ensure clear communication with customers and internal stakeholders.

●       Hire, develop, and grow a high-performing support engineering team.

●       Create feedback loops between customer insights and product roadmap priorities.

You Might Thrive in This Role If

●       You have 8–12+ years of experience in technical support, developer support, site reliability, or platform operations roles.

●       You have 3–5 years of experience leading technical teams in SaaS or platform companies.

●       You are comfortable using emerging technologies (ie. Claude Code, OpenAI Codex, Cursor, etc.) to script or engineer code (e.g., Python or similar) for automating repetitive tasks and integrating tools.

●       You have strong experience troubleshooting distributed systems, APIs, integrations, and cloud infrastructure.

●       You are comfortable managing high-severity incidents and coordinating cross-functional engineering responses.

●       You have built or scaled support processes in fast-growing technology organisations.

●       You believe great support organisations combine technical excellence with deep customer empathy.

●       Experience supporting AI platforms, ML systems, or developer platforms is a strong advantage.

EDUCATION QUALIFICATION

●       Graduate in Engineering OR Master's in Computer Applications