Manager, Solutions Engineering

About MoEngage

MoEngage is an insights-led customer engagement platform trusted by 1,350+ global consumer brands, including McAfee, Flipkart, Domino’s, Nestle, Deutsche Telekom, and OYO. MoEngage combines data from multiple sources to help brands gain a 360-degree view of their customers. MoEngage Analytics arms marketers and product owners with insights into customer behavior.

Brands can leverage MoEngage Personalize to orchestrate journeys and build 1:1 conversations across the website, mobile, email, social, and messaging channels. MoEngage Inform, the transactional messaging infrastructure, helps unify promotional and transactional communication to a single platform for better insights and lower costs. MoEngage’s AI Suite helps marketers develop winning copies and creatives, optimize campaigns and channels that boost engagement, and help with faster execution.

For over a decade, consumer brands in 60+ countries have been using MoEngage to power digital experiences for over a billion monthly customers. With offices in 15 countries, MoEngage is backed by Goldman Sachs Asset Management, B Capital, Steadview Capital, Multiples Private Equity, Eight Roads, F-Prime Capital, Matrix Partners, Ventureast, and Helion Ventures.

MoEngage was named a Contender in The Forrester Wave™: Real-Time Interaction Management, Q1 2024 report, and Strong Performer in The Forrester Wave™ 2023 report. MoEngage was also featured as a Leader in the IDC MarketScape: Worldwide Omni-Channel Marketing Platforms for B2C Enterprises 2023.

What’s in it for you?

• Global Exposure and Experience: As a manager within the SE team, you will directly interact and manage queries from some of the world's largest and most influential companies. This will not only enhance your exposure to global business operations but will also provide learning experiences that will augment your career growth.
• Leadership and Management Skills: This role provides a tremendous opportunity to lead a team of technical experts, strengthening your leadership style and management skills. You will not just guide your team but also strategize the overall function of SDK support, improving it for the future.
• Technical Proficiency: Working in one of the most demanding areas of technical support, you will acquire deep technical knowledge and problem-solving skills that are highly valued in the tech industry.
• Impact and Influence: As you manage queries and solutions for large-scale companies, the impact of your work will be extensive and far-reaching. Your expertise and decision-making will influence products and services that these companies provide to millions of users. Your work moves the world!

Roles and Responsibilities:

• Ownership of metrics and ensuring that the team meets global standards like 98% CSAT, 97% SLA, Resolution time, Escalation% etc
• Ownership of escalations, processes & workflows
• Collaborate with cross-functional teams like Engineering, CS, and Product Management to ensure a seamless customer experience and drive customer retention
• Provide ongoing feedback, coaching, and career development to the team to ensure continuous development of their skills
• Device risk management and operational strategies based on operational performance

Requirements:

• 8+ years total experience with a minimum of 3+ years of experience leading/managing technical support queues.
• Extensive experience in dealing with customers from across the globe.
• Experience managing technical support / product support teams.
• Experience recruiting and sourcing team members.
• Experience interacting directly with customers in a technical context.
• Superior communication and interpersonal skills.
• Demonstrated ability to mentor and coach team members
• An innate desire to provide amazing customer experiences.
• Ability to learn new technologies quickly.
• Strong organizational sense and stakeholder management

At MoEngage, we respect and value differences. We believe that when people from diverse backgrounds and perspectives collaborate, we create the most value – for our clients, our employees, and society. We embrace diversity and uphold a strong set of values. We are committed to inclusivity and take pride in providing equal opportunities for success and growth.

Employment at MoEngage is based solely on professional competence, skills, and experience. We stand firmly against all forms of discrimination and support equal rights and opportunities regardless of gender, ethnicity, abilities, age, identity, orientation or expression, marital status (including pregnancy), religion and beliefs, or any other status protected by law.

It is our policy to comply with all applicable national, state, and local laws related to non-discrimination and equal opportunity. MoEngage is truly a place where everyone can bring their passions, authentic selves, and talents to work, collaborating to drive progress and solve meaningful challenges.

Why Join Us!

At MoEngage, we are passionate about our team and technology - see below to know more about us.

Life@MoEngage

Tech@MoEngage

Scale @MoEngage

We handle more than a billion messages every day. Rest assured, you will be surrounded by really smart and passionate people as we scale much more to build a world-class technology team.