Technical Support Manager

Technical Support Manager
A high-growth, VC-backed SaaS company hiring its founding India technical support team
Location: Remote (India)
The queue you would inherit
A high-growth, venture-backed SaaS company is hiring its founding India technical support team and has partnered with Flexiple for the search. The product is used by mid-market and enterprise customers across time zones, and until now every technical escalation has landed on the founding engineers. You are the first person hired to own that queue end to end. Flexiple is a managed marketplace that helps global companies build high-performing teams and GCCs in India.
The seat you are building
As Technical Support Manager, you will build and run the support function from close to zero, setting up the queue, writing the playbooks, and hiring the first few engineers who will report to you.
Where the week actually goes
Triage and resolve the technical escalations that are too complex for tier-one
Set up ticketing, SLAs, and a knowledge base where none exist today
Hire, train, and manage the first cohort of support engineers
Work directly with engineering on recurring bugs and product gaps surfaced by customers
Report support health and trends to the founding team every week
What gets you shortlisted
2 to 6 years in technical support, solutions engineering, or a similar customer-facing technical role, with at least a year managing or mentoring others
Comfort reading logs, APIs, and basic SQL well enough to separate a product bug from a usage question
A track record of building support process where little existed before
Clear written English and the discipline to work with minimal oversight
Nice signals, not requirements
Experience supporting a B2B SaaS product used by customers in the US or Europe
Familiarity with tools such as Zendesk, Intercom, or Freshdesk
Comfort with a few hours of overlap with US time zones
Why this is worth doing now
A genuine founding seat in a support function that does not exist yet
Remote-first, pan-India hiring with a long-term placement
Direct access to the founding team and real influence over the product roadmap
The process
HR Screening → Take-home Troubleshooting Assignment → Founder Round → Culture Fit
This posting is also being used to shortlist candidates for other technical support roles Flexiple is filling right now, so one application keeps you in the running for more than this seat.

Work arrangement
No