Support Manager - Developer Support Team

ABOUT THE ROLE We are seeking an experienced and customer-obsessed Support Manager – Developer Support to lead and scale a high-performing team of Developer Support Engineers (DSEs) at JFrog. As a key member of our team, you will combine technical leadership, people management, and customer success ownership to ensure world-class support delivery, mentor technical talent, drive continuous improvement, and proactively influence product and customer outcomes. WHAT YOU'LL DO As a Support Manager – Developer Support, you will be responsible for leading, mentoring, and developing a team of Developer Support Engineers, Senior DSEs, and tech leads. Your key responsibilities will include: - Managing day-to-day support operations, workload distribution, and prioritization - Coaching team members on technical skills, customer empathy, and problem-solving - Establishing a culture of ownership, accountability, and continuous learning - Conducting performance reviews, goal setting, and career development planning - Acting as an escalation point for complex, high-impact customer issues - Providing hands-on guidance in troubleshooting across DevOps, CI/CD, and cloud environments - Reviewing root cause analyses, postmortems, and corrective action plans - Ensuring all open cases have clear action plans and measurable outcomes - Driving exceptional customer experience and high CSAT scores - Defining and improving support processes, workflows, and best practices - Collaborating closely with Product, R&D, QA, Release, Sales, and Training teams - Translating customer feedback into actionable product and roadmap inputs - Representing Support in strategic discussions and decision-making forums - Encouraging innovation through scripting, automation, and improvements to tooling WHAT YOU'LL NEED To be successful in this role, you will need: - 10+ years of overall experience and minimum 2+ years of experience leading and managing technical support or engineering teams - Proven experience supporting enterprise customers in complex software environments - Strong understanding of DevOps, CI/CD, and build engineering ecosystems - Experience with tools and technologies such as Kubernetes, Docker, Helm, Maven, NPM, Gradle, Jenkins, GitHub, VCS, Artifactory, Linux systems, and troubleshooting - Programming and debugging experience (Java, Python, Go, Groovy, Bash, etc.) - Strong people leadership and coaching capabilities - Customer-first mindset with exceptional interpersonal and communication skills - Ability to balance technical depth with business and customer priorities - Excellent verbal and written English communication WHY REMOTE Note: The job location is Bangalore (Bellandur) and we follow a hybrid model, mandatory 3 days/week work from office. BENEFITS - Work at the forefront of DevOps innovation - Lead and shape the future of developer support and customer experience - Collaborate with world-class engineers and global customers