Nexus Cognitive

Senior Manager, Customer Support, Advocacy

Nexus Cognitive

full-time

Posted on:

Location Type: Hybrid

Location: Atlanta • United States

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Job Level

Senior

Tech Stack

CloudHadoopKubernetesSpark

About the role

  • Lead the Technical Engine: Formalize and lead the India-based Tier 1–3 support and operations teams as the company's primary technical execution hub.
  • Drive Support Excellence: Cultivate a team culture focused on empathy, rapid resolution, and reducing customer effort.
  • Voice of the Customer (VoC): Act as the primary advocate for customer pain points, ensuring support trends directly influence the product roadmap.
  • Knowledge Management: Lead the creation of a robust customer-facing knowledge base to empower self-service.
  • Automation and AIOps: Implement and champion an automation-led monitoring and incident response model to manage technical issues by exception, significantly reducing manual intervention.
  • Reduce Engineering Dependency: Drastically reduce the Engineering Escalation Rate, with a target of keeping core Engineering's capacity on firefighting to less than 15%.
  • Ensure Incident Ownership: Establish clear accountability and measure performance based on Incident Ownership—the percentage of issues fully managed and resolved by the India hub without U.S. intervention.
  • Strategic Alignment: Work closely with the Senior L3 Support Engineer (who is embedded in the CRE team) to ensure a tight feedback loop, informing systemic stability fixes and code-based remediation.
  • Staffing & Transition: Oversee the urgent recruitment and integration of new India-based Customer Support Engineers (3–5) to prepare for the WF transition and account for team maturation.

Requirements

  • Experience with CRM/Helpdesk software (e.g., Zendesk, Salesforce Service Cloud) and building community forums.
  • Proven ability to coach staff on "Soft Skills" and "Technical Communication" rather than just "AIOps and Automation."
  • Proven experience in leading, multi-tiered (Tier 1–3) technical support and operations teams, preferably in a fast-paced SaaS or platform environment.
  • Demonstrated success in driving cultural and operational transformations, particularly in shifting teams to a high-ownership, automation-first mindset.
  • Expertise in using automation to improve the customer experience.
  • Exceptional leadership skills with the ability to manage and mentor technical teams in a global setting, particularly in establishing operational excellence in an India-based center.
  • Strong technical background to guide teams in achieving high-resolution technical engine status and contributing to systemic stability efforts.
  • Familiarity with foundational big data and container orchestration technologies (e.g., Kubernetes, Spark, Hadoop, etc.) is highly desirable.
Benefits
  • A collaborative team culture built on curiosity and respect
  • Challenging work where your contributions clearly matter
  • A leadership team that invests in learning and development
  • The opportunity to work at the intersection of cloud, data, and AI innovation
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
AIOpsAutomationTechnical CommunicationBig DataContainer OrchestrationKubernetesSparkHadoopTechnical SupportOperations Management
Soft Skills
LeadershipCoachingEmpathyCultural TransformationOperational ExcellenceMentoringTeam ManagementCustomer AdvocacyAccountabilityCommunication