Senior Manager, Solutions Engineering

About MoEngage

MoEngage is an insights-led customer engagement platform trusted by 1,350+ global consumer brands, including McAfee, Flipkart, Domino’s, Nestle, Deutsche Telekom, and OYO. MoEngage combines data from multiple sources to help brands gain a 360-degree view of their customers. MoEngage Analytics arms marketers and product owners with insights into customer behavior.

Brands can leverage MoEngage Personalize to orchestrate journeys and build 1:1 conversations across the website, mobile, email, social, and messaging channels. MoEngage Inform, the transactional messaging infrastructure, helps unify promotional and transactional communication to a single platform for better insights and lower costs. MoEngage’s AI Suite helps marketers develop winning copies and creatives, optimize campaigns and channels that boost engagement, and help with faster execution.

For over a decade, consumer brands in 60+ countries have been using MoEngage to power digital experiences for over a billion monthly customers. With offices in 15 countries, MoEngage is backed by Goldman Sachs Asset Management, B Capital, Steadview Capital, Multiples Private Equity, Eight Roads, F-Prime Capital, Matrix Partners, Ventureast, and Helion Ventures.

MoEngage was named a Contender in The Forrester Wave™: Real-Time Interaction Management, Q1 2024 report, and Strong Performer in The Forrester Wave™ 2023 report. MoEngage was also featured as a Leader in the IDC MarketScape: Worldwide Omni-Channel Marketing Platforms for B2C Enterprises 2023.

What's in for you?

• Global Exposure and Experience: As a manager within the SE team, you will directly interact and manage queries from some of the world's largest and most influential companies. This will not only enhance your exposure to global business operations but will also provide learning experiences that will augment your career growth.
• Leadership and Management Skills: This role provides a tremendous opportunity to lead a team of technical experts, strengthening your leadership style and management skills. You will not just guide your team but also strategize the overall function of SDK support, improving it for the future.
• Technical Proficiency: Working in one of the most demanding areas of technical support, you will acquire deep technical knowledge and problem-solving skills that are highly valued in the tech industry.
• Impact and Influence: As you manage queries and solutions for large-scale companies, the impact of your work will be extensive and far-reaching. Your expertise and decision-making will influence products and services that these companies provide to millions of users. Your work moves the world!

Roles and Responsibilities

• As Senior Manager, you will carry forward the core responsibilities of the Manager role while expanding your scope to include strategic leadership, scaling operations, and managing managers.
• Ownership of departmental metrics ensuring global standards like 98% CSAT, 97% SLA, Resolution time, Escalation% etc.
• Oversight and ownership of escalations, workflows, and large-scale operational processes across geographies.
• Collaborate with cross-functional leaders in Engineering, Customer Success, and Product Management to drive seamless customer experiences and retention strategies.
• Provide ongoing feedback, coaching, and career development not only for individual team members but also for managers within the Solutions Engineering function.
• Devise and implement risk management strategies and operational frameworks to improve efficiency at scale.
• Drive process improvements, automation adoption, and analytics-led decision making to optimize resolution speed and quality.
• Serve as the executive escalation point for complex and high-impact customer issues.
• Ensure proactive planning for capacity, performance, and resource allocation in line with business growth.

Requirements

• 12+ years total experience, with a minimum of 5+ years leading technical support / solutions engineering teams and managing managers.
• Extensive experience in dealing with enterprise-level customers across the globe.
• Proven track record in strategic operations, scaling teams across geographies, and maintaining global quality benchmarks.
• Experience recruiting, developing, and retaining top technical talent.
• Experience interacting directly with customers in complex technical environments.
• Superior executive-level communication and interpersonal skills.
• Demonstrated ability to mentor and coach both individual contributors and managers.
• Innate passion for delivering exceptional customer experiences.
• Ability to quickly learn and adapt to new technologies.
• Strong organizational sense and stakeholder management abilities.

At MoEngage, we respect and value differences. We believe that when people from diverse backgrounds and perspectives collaborate, we create the most value – for our clients, our employees, and society. We embrace diversity and uphold a strong set of values. We are committed to inclusivity and take pride in providing equal opportunities for success and growth.

Employment at MoEngage is based solely on professional competence, skills, and experience. We stand firmly against all forms of discrimination and support equal rights and opportunities regardless of gender, ethnicity, abilities, age, identity, orientation or expression, marital status (including pregnancy), religion and beliefs, or any other status protected by law.

It is our policy to comply with all applicable national, state, and local laws related to non-discrimination and equal opportunity. MoEngage is truly a place where everyone can bring their passions, authentic selves, and talents to work, collaborating to drive progress and solve meaningful challenges.

Why Join Us!

At MoEngage, we are passionate about our team and technology - see below to know more about us.

Life@MoEngage

Tech@MoEngage

Scale @MoEngage

We handle more than a billion messages every day. Rest assured, you will be surrounded by really smart and passionate people as we scale much more to build a world-class technology team.