Manager, APAC Support

WHAT WE ARE LOOKING FOR:
Kaseya is seeking a dynamic and experienced Country Manager to enable and empower our elite technical support team. As a Country at Kaseya, you will play a pivotal role in ensuring our technical support operations deliver exceptional service to clients, safeguarding their business-critical operations and fostering their success.

WHAT YOU’LL DO:
As a Country Manager at Kaseya, you will oversee the end-to-end delivery of technical support services, driving operational excellence, team performance, and customer satisfaction. Your leadership will ensure our team consistently delivers solutions that protect our clients' systems, enabling them to recover swiftly from disruptions.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Lead the enablement of the APAC Technical Support team, ensuring high levels of product knowledge and capabilities to support a growing market in APAC while ensuring high levels of customer satisfaction and adherence to Service Level Agreements (SLAs).
• Act as the primary escalation point for Kaseya’s Sales team for complex customer issues, ensuring swift resolution and clear communication with stakeholders.
• Monitor and analyze support performance metrics, proactively addressing trends and identifying areas for improvement.
• Foster a collaborative and growth-oriented team environment by coaching, mentoring, and developing Technical Support Supervisors and their team members.
• Lead continuous process improvement initiatives within region, collaborating globally to optimize workflows and enhance the customer experience.
• Collaborate with cross-functional teams, including Product Management, Engineering, and Sales, to address systemic issues and improve service delivery.
• Maintain strong customer relationships, conducting regular Customer Pulsechecks and gathering feedback to align support delivery with client needs.
• Oversee resource allocation and ensure appropriate staffing levels to meet business demands.
• Ensure the team is continuously well-trained on Kaseya products and emerging technologies to deliver expert support.
• Perform all other duties as assigned.

WHAT YOU’LL BRING:

• 8+ years of experience in technical support or service delivery roles, including 5+ years of leadership experience in the SaaS or software industry.
• Proven ability to manage teams and deliver results in a fast-paced, customer-focused environment.
• Career experience in the Managed Service Provider (MSP) or Mid-Market Enterprise (MME) industry or delivering services to these sectors preferred.
• Strong analytical skills with the ability to interpret data, identify trends, and develop actionable insights.
• Excellent interpersonal and communication skills, with a talent for building relationships and managing stakeholder expectations.
• Familiarity with technical environments, including Networking, Linux CLI, SaaS applications, virtualization, and cloud computing.
• A passion for coaching and developing talent, fostering team engagement, and driving performance.
• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred, or equivalent experience.
• ITIL certification or knowledge of ITIL practices is a plus.
• Organized, detail-oriented, and able to manage competing priorities effectively.

YOUR REWARD:
Join one of the fastest-growing tech companies in the world. Earn a competitive compensation package while leading an impactful team in the heart of Sydney’s thriving tech and financial hub.

If you’re a results-driven leader passionate about delivering exceptional service and building high-performing teams, apply now—we can’t wait to meet you!