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Coach team members on technical skills, customer empathy, and problem-solving.

Establish a culture of ownership, accountability, and continuous learning.

Conduct performance reviews, goal setting, and career development planning.

Act as an escalation point for complex, high-impact customer issues.

Provide hands-on guidance in troubleshooting across DevOps, CI/CD, and cloud environments.

Review root cause analyses, postmortems, and corrective action plans.

Ensure all open cases have clear action plans and measurable outcomes.

Drive exceptional customer experience and high CSAT scores.

Proactively identify customers at risk and potential churn indicators.

Define and improve support processes, workflows, and best practices.

Build and maintain a robust knowledge base of known issues and solutions.

Identify recurring issues, feature gaps, and systemic problems; feed insights to Product and R&D.

Define, track, and improve KPIs such as response time, resolution time, backlog, and quality metrics.

Collaborate closely with Product, R&D, QA, Release, Sales, and Training teams.

Translate customer feedback into actionable product and roadmap inputs.

Represent Support in strategic discussions and decision-making forums.

Promote knowledge sharing, documentation, and technical excellence within the team.

Encourage innovation through scripting, automation, and improvements to tooling.

Experience
10+ years of overall experience & minimum 2+ years of experience leading & managing technical support or engineering teams.
Proven experience supporting enterprise customers in complex software environments.
Technical Skills
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
Databases, LDAP, Apache, Tomcat, NGINX
Programming and debugging experience (Java, Python, Go, Groovy, Bash, etc.).
Leadership & Customer Skills
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.
Ability to manage ambiguity, prioritize effectively, and lead through change.

Experience in DevOps, cloud platforms, or developer tooling companies.
Prior experience in customer success, support transformation, or scale-up environments.
Exposure to enterprise architecture and distributed systems.
Why Join JFrog
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.
NOTE: The job location is Bangalore (Bellandur) and we follow a hybrid model, mandatory 3 days/week work from office.

PythonJavaGoBashGroovyCloudKubernetesDockerHelmLinuxNginxApacheJenkinsCi/cd