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 team's 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.
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).
Serve as the primary escalation point for critical customer issues, coordinating resolution efforts between the support team, product management, and engineering/development.
Technical and Strategic Management
Maintain a deep understanding of the WebFOCUS product architecture, deployment models (cloud, hybrid, on-prem), and customer use cases.
Essential Qualifications and Skills
Required Experience and Leadership
Required Skills
About Us:
Cloud Software Group is one of the world’s 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 AskHR@cloud.com for assistance.
