Customer Support Engineer

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 role manages a team responsible for technical troubleshooting, issue resolution, customer escalations, and support related to the Hakimo AI Software as a Service (SaaS) platform. The Customer Support Manager will collaborate closely with various departments, including Customer Success, Sales, Engineering, Support Operations, and customers, to ensure high-quality support requests are handled effectively.

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 customers and stakeholders, on support issues, escalations, 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 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 needed.

Qualifications

• 5+ years of experience in technical support, customer support, support engineering, customer operations, or a similar customer-facing technical role.
• 2+ years of experience leading or managing a customer support, technical support, support engineering, or customer operations team.
• Mandatory experience working with US customers, US-based teams, or US-based business stakeholders.
• Strong people management skills, including coaching, prioritization, performance management, and team development.
• Experience managing technical escalations and effectively communicating with customers during high-priority support situations.
• Strong written and verbal communication skills, capable of engaging both technical and non-technical audiences.
• Experience working cross-functionally with Customer Success, Sales, Engineering, Product, and Operations teams.
• Familiarity with ticketing systems such as Zendesk or similar tools, including ticket queues, service level agreements (SLAs), escalation processes, reporting, and customer communication standards.
• Technical understanding of networking concepts such as TCP/IP, UDP, TLS, DNS, HTTP, DHCP, Routers, Switches, NAT, VLANs, and Layer 2 (L2) devices is preferred.
• Understanding of physical security systems such as IP Cameras, Network Video Recorders (NVRs), video resolutions, ONVIF, RTSP, and access control systems is preferred.
• Ability to operate in a fast-paced startup environment with strong ownership, follow-through, attention to detail, and customer focus.

Preferred Skills

• Experience with artificial intelligence applications in customer support would be an advantage.
• Familiarity with data analysis and reporting tools.

Experience

• Minimum 5 years of relevant experience in technical support and customer-facing roles.
• At least 2 years of experience in a leadership or managerial position within customer support.

Environment

• The position is hybrid, with an expectation of working from the Bengaluru office 2–3 days per week. It involves collaboration with both local and US-based teams.

Salary

• Competitive salary and equity options are offered.

Growth Opportunities

• Opportunities for learning, growth, and professional development, and the chance to scale the customer support function within a fast-growing AI company.

Benefits

• Health plans similar to large SaaS companies.
• Flexible work arrangements.