Customer Support Manager

Company Overview

Hakimo’s AI-powered security agent delivers real-time threat detection, proactive deterrence, and seamless monitoring to safeguard businesses around the clock. Hakimo was founded with a bold vision: to bring cybersecurity-grade intelligence to physical security. Our mission is to revolutionize the security industry with AI-powered monitoring tools and services, creating a future where security is proactive, intelligent, and seamlessly integrated—eliminating threats before they escalate and ensuring complete end-to-end protection for businesses everywhere.

Job Summary

Hakimo is seeking a Customer Support Manager to lead our Bengaluru-based Customer Support Engineering team. This managerial role involves overseeing a team of Customer Support Engineers responsible for technical troubleshooting, issue resolution, customer escalations, and support related to the Hakimo AI Software as a Service (SaaS) platform and its integrations with customers’ physical security systems. This position is hybrid, requiring presence in the Bengaluru office 2–3 days per week.

Responsibilities

• Lead, manage, coach, and develop a Bengaluru-based team of Customer Support Engineers.
• Own day-to-day support operations, including ticket triage, prioritization, escalation management, and resolution quality.
• Engage directly with customers, including US-based stakeholders, on support requests, escalations, technical issues, and resolution updates.
• Partner closely with Customer Success, Sales, Engineering, Product, and Support Operations to resolve customer issues and enhance the support experience.
• Monitor key support metrics such as response times, resolution times, backlog, escalation volume, customer satisfaction, and recurring issue trends.
• Improve support processes, documentation standards, escalation workflows, knowledge base content, and internal playbooks.
• Drive clear root cause analysis, implement short-term fixes, and develop long-term solutions for critical or recurring customer issues.
• Maintain strong communication and alignment with US-based stakeholders, including partial overlap with US working hours as necessary.

Qualifications

• Experience: 5+ years in technical support, customer support, support engineering, or a similar customer-facing role.
• Leadership: 2+ years of experience managing a customer support, technical support, support engineering, or customer operations team.
• Customer Interaction: Mandatory experience working with US customers or US-based business stakeholders.
• Management Skills: Strong people management skills, including coaching, prioritization, performance management, and team development.
• Communication Skills: Proficient in managing technical escalations and communicating effectively with customers during high-priority support situations.
• Cross-Functional Experience: Experience working collaboratively with Customer Success, Sales, Engineering, Product, and Operations teams.
• Technical Skills: Familiarity with ticketing systems such as Zendesk or similar tools, including knowledge of ticket queues, SLAs, escalation processes, reporting, and customer communication standards.
• Technical Knowledge: Understanding of networking concepts (TCP/IP, UDP, TLS, DNS, HTTP, DHCP, routers, switches, NAT, VLANs) and physical security systems (IP cameras, NVRs, video resolutions, ONVIF, RTSP, and access control systems) is preferred.

Preferred Skills

• Ability to operate in a fast-paced startup environment with strong ownership, follow-through, attention to detail, and customer focus.

Experience

• Minimum: 5+ years of experience in relevant technical support roles.
• Leadership: 2+ years managing support teams.

Environment

• Typical work setting: Hybrid, with expectations to work from the Bengaluru office 2-3 days per week.

Salary

• Not specified.

Growth Opportunities

• Not specified.

Benefits

• Not specified.