Manager, Technical Support

Alation is pioneering the next era of data intelligence — powered by AI agents and trusted data. Organizations around the world rely on Alation to drive self-service analytics, cloud transformation, data governance, and AI innovation. Our technology helps enterprises connect people and data to make faster, smarter, and more confident decisions. With more than $340M in funding – valued at over $1.7 billion and more than 650 customers, including 40% of the Fortune 100.

As data becomes the foundation of every business, Alation is leading the way in helping organizations unlock their full potential. By bringing intelligence, automation, and trust to every interaction, we empower customers to scale data-driven innovation with confidence and speed.

Joining Alation means being part of a winning team shaping the future of AI-powered data intelligence. We move fast, think big, and deliver results together.

Job Description:

As a Manager of Technical Support at Alation you will lead the day to day operations of a team of Technical Support Engineers. You are leading a customer-facing team as a key leader in the customer success organization. You will be responsible for directly monitoring, reporting, and driving improvements to team-level metrics and KPIs, acting as an escalation point with customers and internal teams, and optimizing and developing support processes and tools. Your work will be cross-functional and will involve working with engineering, QA, DevOps, product management, and sales. Location is Chennai (Hybrid Model).

What You’ll Do:

• Manage a team of senior-level Technical Support Engineers

• Develop capacity forecasts and resource allocation models to ensure proper coverage

• Drive the scaling, onboarding, and ongoing specialization of the team

• Implementing innovative process to increase support efficiency and increasing overall customer satisfaction

• Handle customer escalations and assist with troubleshooting and triaging incidents

• Manage the backlog and ensure that Support SLAs and KPIs are met

• Partner with Engineering & Product to prioritize issues and product improvements

• Ready to work in shifts to be aligned with customer timezones.

You Should Have:

• 8-12 years of enterprise application support or operations experience, supporting customers in On Premise, Cloud, and Hybrid setups.

• Open to work in shifts to cover our global customers.

• Minimum 3-5 years of people management experience.

• Excellent communication skills, with a strong ability to discuss complex technical concepts with customers, engineers, and product managers

• Prior experience managing a team of frontline and senior-level Support Engineers

• Solid understanding of data platforms, data management, analytics or the BI space

• Excellent communication skills, with a strong ability to discuss complex technical concepts with customers, engineers, and product managers

• Self-starter with strong creative problem-solving, facilitation and interpersonal skills

• First-hand leadership experience working in a global organization and partnering with regional managers and leads to ensure a seamless customer experience

• Experience troubleshooting Linux and running shell commands

• Understanding of Relational Databases, such Oracle and Postgres. SQL is a must.

A big plus if you have experience in the following areas:

• Postgres (DB internals)

• Elasticsearch, NoSQL, MongoDB

• Hadoop Ecosystem (Hive, HBase)

• Cloud technologies and frameworks such as Kubernetes and Docker

• Experience scoping or building tooling to improve the support experience

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Alation, Inc. is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regards to that individual’s race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.                                   
 

The Company will strive to provide reasonable accommodations to permit qualified applicants who have a need for an accommodation to participate in the hiring process (e.g., accommodations for a job interview) if so requested.  
 

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