Manager- Technical Support

Kapture CX, founded in 2014, is a fast-growing AI-powered enterprise SaaS company on a mission to redefine customer experience through intelligent automation and next-generation AI. Our platform brings together AI Voice & Chat Agents, Customer Support & Contact Centre, Workflow Automation, Conversational Intelligence, Analytics, Quality Management, Collections, Claims, Sales workflows, and Employee Experience - across voice, chat, email, WhatsApp, social and other channels.

With a team of 400+ passionate professionals, Kapture powers the customer experience of 1,000+ enterprises across 18 countries, spanning industries such as BFSI, Retail, Travel, Digital Native businesses, and Energy & Utilities. Our customer ecosystem includes marquee brands such as Unilever, Reliance, Tata, Coca-Cola, BigBasket, Meesho, Lenskart and Airtel Payments Bank. Headquartered in Bengaluru, with offices across Mumbai, Gurugram, the USA and UAE, Kapture is at an exciting stage of growth as we continue to push the boundaries of AI, automation and enterprise CX.

Come be part of Kapture’s journey to build the future of customer experience!

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.

Sounds interesting?

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.

This is a Bengaluru (Onsite) role. We work 5 days a week from the office, as we believe in-person interactions fuel innovation and agility.

What does success look like in this role?

You consistently deliver reliable, high-performing enterprise environments, resolve production issues with speed and ownership, and build trusted relationships with customers through proactive communication and continuous operational improvements.

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.

You will have an advantage if you:

• You have prior experience supporting SaaS, CRM, or enterprise software products.
• You have worked in production support, incident management, and SLA-driven environments.
• You have experience developing automation scripts that improve operational efficiency.
• You enjoy working in fast-paced, customer-facing environments where reliability is business-critical.

Why should you be interested?

Here's what you will gain from this role:

• Work directly with some of the world's leading enterprise customers and solve large-scale production challenges.
• Build expertise in cloud-scale SaaS operations, Site Reliability Engineering, and enterprise customer success.
• Collaborate with high-performing Engineering, Product, DevOps, and Customer Success teams while influencing platform reliability.
• Accelerate your career by working on mission-critical systems that power AI-driven customer experience solutions used globally.

Does this sound like you?

Click the Apply button to let us know!