Manager- Technical Support

What is this role all about?

As a Technical Operations Manager you will play a critical role in ensuring the reliability, availability, and performance of Kapture CX's enterprise platform. You will work directly with enterprise customers to resolve complex production challenges while collaborating with Engineering, Product, DevOps, and Customer Success teams to deliver a world-class customer experience.

Here's a more detailed description of what you will do in this role:

• You will own the reliability and operational health of enterprise customer deployments and ensure high platform availability.
• You will troubleshoot complex production issues across applications, infrastructure, databases, APIs, and integrations while driving timely resolutions.
• You will collaborate with enterprise customers and cross-functional teams to perform root cause analysis (RCA), implement permanent fixes, and improve platform reliability.
• You will write SQL queries, develop basic automation scripts, and configure Kapture products to improve operational efficiency and customer outcomes.
• You will proactively identify recurring issues, improve monitoring, support 24×7 operational readiness, and help maintain customer SLAs.

What would make you a good fit for this role?

Here are the basic requirements:

• You have strong troubleshooting and analytical skills with the ability to debug complex production issues.
• You have working knowledge of SQL and can analyze production data to investigate and resolve incidents.
• You have experience with scripting or programming using Java, Python, JavaScript, Bash, or similar technologies.
• You understand web applications, APIs, databases, distributed systems, and enterprise software environments.

What are the most critical skills for this role?

• You can effectively troubleshoot production issues across application, infrastructure, database, and integration layers.
• You communicate confidently with enterprise customers and internal stakeholders during critical incidents.
• You demonstrate strong ownership, problem-solving abilities, and can perform Root Cause Analysis (RCA) to drive long-term solutions.
• You can balance customer expectations while collaborating with Engineering, Product, QA, DevOps, and Customer Success teams.