Job Description Job Title: Manager, Technical Support Location: Bangalore Position Type: Full-time Position Level: M2 Travel Requirements: Minimal travel required WHO WE ARE Xactly is a leader in Sales Performance Management Solutions and a part of Vista Equity Partners portfolio companies since 2017. The Xactly Intelligent Revenue Platform helps businesses improve go-to-market outcomes through increased collaboration, greater efficiencies, and connecting data from all critical functions of the revenue lifecycle on a single platform. Born in the cloud almost 20 years ago, Xactly provides customers with extensive experience in solving the most challenging problems customers of all sizes face, backed by almost 20 years of proprietary data and award-winning AI. Named among the best workplaces in the U.S. by Great Place to Work six times, honored on FORTUNE Magazine’s inaugural list of the 100 Best Workplaces for Millennials, and chosen as the “Market Leader in Incentive Compensation” by CRM magazine. We’re building a culture of success and are looking for motivated professionals to join us! THE OPPORTUNITY As the Manager, Technical Support at Xactly Corporation, you’ll be responsible for providing excellent integration support for high profile customers and managing a talented team that are doing the same. We are seeking an energetic, driven leader who is passionate about technology, continuous improvement and helping others reach their potential. As part of your role you will work directly with customers worldwide to handle escalations, provide solutions and review root causes of issues. We’re all about making things easier, better, and more efficient for our customers and team members. Our goal is to build the best Customer Support department on the planet, and you will help us do that!. At At Xactly, we believe everyone has a unique story to tell, and these small differences between us have a big impact. When bright, diverse minds come together, we’re challenged to think different ways, generate creative ideas, be more innovative, and take on new perspectives. Our customers come from different cultures and walks of life all around the world, and we believe our teams should reflect that to build strong and lasting relationships. THE TEAM Xactly’s Technical Support team is a talented and growing team. The team is charged with troubleshooting integration issues that customers may have. It’s a global team with members in San Jose, Denver, Bangalore, Toronto, and Australia. The team works closely to transfer knowledge and collaborate to ensure we deliver quality support to our customers around the world. This role is seeking a Techno Functional Manager who can get well versed with the technical investigation of Integration and platform products of Xactly and manage a Team of 8+ associates during daytime or evening hours THE SKILL SET: ● 2+ years of management experience leading technical support teams of 5+ individuals ● Flexibility to work daytime or evening hours (on a rotation) ● Hands-on experience on troubleshooting UNIX scripts ● Strong SQL experience and experience working with integrations/ETL and data warehousing with at least 5 years of data integration experience ● Experience using/supporting ETL tools like Informatica, Pervasive,Datastage, Cast Iron, etc. ● Strong problem-solving skills and analytical skills ● Experience working with cross functional teams and involved in product maintenance. ● Ability to present solutions to both technical and non-technical people ● Experience with consulting/systems implementation. Comfortable working directly with customers. ● Prior experience in a technical role for enterprise application implementation projects (e.g., ICM, ERP, CRM, HRMS) a plus! ● Bachelor's degree or equivalent experience preferred WITHIN ONE MONTH, YOU’LL: ● Gain an understanding of the concepts underlying Xactly’s tools, software and data structures and the scope of work of the Technical Support team. ● Become familiar with the common issues and challenges facing your team ● Builds relationships with development and support leaders ● Understand Xactly’s support policies and processes ● Start to form opinions about improvements and updates you will make to improve customer and team member experience and increase overall quality and efficiency Xactly tools and software WITHIN THREE MONTHS, YOU’LL: ● Develop the understanding necessary to address most cases and their underlying issues and provide support to your team as they work their caseload. ● Take on some of the more complex tickets ● Develop a deep understanding of the skillset and career desires of your team members and formulate plans to closing training gaps. ● Provide management reporting and visibility into cases and trends WITHIN SIX MONTHS, YOU’LL: ● Be a fully integrated member of the Customer Support management team ● Be very comfortable managing customer escalations ● Roll out your first set of process changes ● Firm up plans for the team for the following 2 quarters. BENEFITS & PERKS Paid Time Off (PTO) Comprehensive Health and Accidental Insurance Coverage Tuition Reimbursement XactlyFit Gym/Fitness Program Reimbursement Free snacks onsite (if you work in office) Generous Employee Referral Program Free Parking and Subsidized Bus Pass (a go-green initiative!) Wellness program OUR VISION Unleashing human potential to maximize company performance. We address a critical business need: to incentivize employees and align their behaviors with company goals. OUR VALUES Customer Focus | Accountability | Respect | Excellence (CARE) are the keys to our success, and each day we’re committed to upholding them by delivering the best we can to our customers. Xactly is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law. We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us.