Service support Manager

About The Job:

• This position is intended for contingent/vendor workers supporting the SSM organization.
• The role follows the organization's SSM as a Service (SSMaaS) operating model and is governed by the scope and responsibilities outlined for vendor engagements.
• The Support Service Manager (SSM) is a customer-facing role within the Ultimate Support organization, responsible for delivering proactive support coordination through the SSMaaS model.
• Rather than supporting a fixed portfolio of accounts, SSMs engage on demand through automated triggers and requests from Technical Account Managers (TAMs), Customer Success Managers (CSMs), and Support teams.
• The primary focus is to coordinate complex support engagements, manage critical escalations, and ensure timely customer communication throughout the issue lifecycle.
• The SSM partners closely with Support Delivery, Engineering, TAMs, CSMs, and customer stakeholders to improve support outcomes while maintaining a consistent and scalable customer experience.

Essential Job Functions:

• Coordinate customer support engagements initiated through automated triggers or stakeholder requests.
• Manage high-priority support cases and escalations (P1/P2), ensuring appropriate prioritization, communication, and timely progression toward resolution.
• Partner with Support Engineers, Engineering, TAMs, and CSMs to facilitate issue resolution and maintain customer transparency.
• Drive customer communications during active support engagements and escalations.
• Support TAM-led service reviews by providing case trends, escalation insights, and support health data.
• Contribute to post-incident activities, including Root Cause Analysis (RCA) coordination and customer-facing communications where applicable.
• Build effective working relationships across Customer Engineering, Support Delivery, Sales, Customer Success, and Consulting teams.

What Success Looks Like

• Delivers an exceptional support experience through effective coordination and communication.
• Manages multiple concurrent customer engagements while maintaining appropriate prioritization.
• Builds trusted relationships with customers and internal stakeholders.
• Demonstrates ownership during critical customer situations and drives issues to timely resolution.
• Collaborates effectively across global teams to improve customer outcomes.

Qualifications:
Preferred Skills & Experience

• Experience supporting Enterprise SaaS customers or managing complex technical support engagements.
• Strong communication and stakeholder management skills, including executive-level customer interactions.
• Ability to coordinate cross-functional teams during critical customer situations.
• Familiarity with CRM, Jira, Slack, and support collaboration tools.
• Knowledge of ITIL, incident management, or customer success practices is preferred.
• Comfortable working within a pooled, demand-based support model covering US business hours across EST–PST.

Education & Experience

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field (preferred).
• Experience supporting enterprise customers in a technical support or customer success environment.
• Strong organizational skills with the ability to prioritize multiple concurrent engagements.
• Excellent written and verbal communication skills.

How to Apply: Interested candidates are encouraged to respond/submit their updated resumes, and for additional job opportunities, please visitJobs In India – VARITE.

Unlock Rewards: Refer Candidates and Earn.

If you're not available or interested in this opportunity, please pass this along to anyone in your network who might be a good fit and interested in our open positions. VARITE offers a Candidate Referral program, where you'll receive a one-time referral bonus based on the following scale if the preferred candidate completes a three-month assignment with VARITE.

Experience Level Bonus Referral:

• 0-2 years - INR 5,000
• 2-6 years - INR 7,500
• 6+ years - INR 10,000

About VARITE: VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 companies across the USA, UK, Canada, and India. VARITE serves industries including Cloud Infrastructure, Software, Digital Marketing, Clinical Diagnostics, Utilities, Gaming & Entertainment, and Financial Services.

Equal Opportunity Employer:

VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, or disability status.