Technical Support Manager - Hadoop Observability & Open Data Platform

Ovii's Interpretation of the Role

Acceldata seeks a Technical Support Manager to lead a global, 24/7 support team focused on Hadoop‑based data platforms. The role blends people leadership, AI‑augmented troubleshooting, and cross‑functional collaboration to drive customer satisfaction and product adoption.

Role Snapshot

• Technical Support Manager
• Leads support engineers
• AI‑driven support workflows
• Global 24/7 operations
• Customer‑first mindset

Must-Have Requirements

• Technical support management
• Service management
• Ticketing systems
• AI‑driven support workflow experience
• Strong analytical/problem‑solving
• Effective communication
• technical support management
• service management
• people leadership
• Bachelor's or Master's degree in Computer Science or related discipline

Nice-to-Have Signals

• Kubernetes
• Spark
• SQL

Work Setup

• Location: Bengaluru, India
• Work mode: ONSITE
• Timezone: Night shift 11:00 PM – 7:00 AM IST
• Employment type: Full-Time
• Shift: Night shift (11 PM – 7 AM IST)

Not Specified in JD

• Salary range
• Visa sponsorship
• Remote eligibility

What You'll Likely Work On

• Lead and develop a globally distributed support team operating 24/7/365.
• Integrate AI‑assisted insights into case reviews, coaching, and knowledge authoring.
• Own end‑to‑end incident handling, ensuring high‑quality, accurate resolutions.
• Collaborate with Product, Engineering, Sales, and Professional Services to influence roadmap and tooling.
• Drive operational excellence through KPI monitoring, AI‑enabled process improvements, and responsible AI governance.
• Manage talent lifecycle: hiring, onboarding, performance evaluation, and career pathing.

Good Fit If You Have

• Proven track record in large SaaS support environments.
• Experience leading teams that adopt AI tools for triage and case management.
• Strong stakeholder management and cross‑functional collaboration skills.