LotusFlare is a provider of cloud-native SaaS products based in the heart of Silicon Valley. Founded by the team that helped Facebook reach over one billion users, LotusFlare was founded to make affordable mobile communications available to everyone on Earth.

Today, LotusFlare focuses on designing, building, and continuously evolving a digital commerce and monetization platform that delivers valuable outcomes for enterprises. Our platform, Digital Network Operator® (DNO™) Cloud, is licensed to telecommunications services providers and supports millions of customers globally.

LotusFlare has also designed and built the leading eSIM travel product - Nomad. Nomad provides global travelers with high-speed, affordable data connectivity in over 190 countries. Nomad is available as an iOS or Android app or via getnomad.app.

Job Description and Responsibilities:
We are seeking a Delivery Manager – Operations & Support to lead technical operations, customer support, and production stability, in alignment with customer delivery and project execution. 

This role requires a hands-on, customer-facing professional with strong experience in technical support, SaaS operations, and enterprise customer management. The individual will work closely with enterprise customers, product, engineering, and delivery teams to ensure operational excellence, high customer satisfaction, and successful delivery outcomes. 

Note: The role includes weekend and on-call support responsibilities (as applicable) and requires ownership of production and non-production environments along with handling customer escalations. 

• Lead and manage 24×7 L2/L3 technical support operations to ensure system stability and SLA compliance.

• Act as the primary escalation point for high-severity incidents, leading war rooms and driving timely resolution.

• Engage directly with enterprise customers during escalations, ensuring clear communication and resolution paths.

• Drive customer satisfaction and retention through proactive issue management and customer engagement.

• Serve as the voice of the customer, providing structured feedback to product, engineering, and delivery teams.

• Oversee day-to-day support operations to ensure service quality, responsiveness, and consistency.

• Define, track, and report key operational KPIs including SLA, MTTR, resolution rate, and CSAT.

• Analyze support trends, identify root causes, and drive continuous improvement initiatives.

• Lead, coach, and mentor in-house and outsourced support teams; identify skill gaps and drive upskilling.

• Foster a collaborative, accountable, and customer-first team culture.

• Support support-related delivery engagements by managing expectations, risks, and dependencies.

• Coordinate with cross-functional teams, manage UAT and production releases, and ensure smooth handover to support.

• Maintain delivery plans, documentation, and status reporting using tools such as Jira and Confluence.
  
  

Job Requirements:

• Experience leading 24×7 L2/L3 technical support operations in a production environment.

• Strong experience handling enterprise customers and high-severity escalations.

• Solid understanding of incident management, SLAs, and operational KPIs (MTTR, CSAT, resolution rate).

• Proven ability to lead, coach, and develop technical support teams (in-house and outsourced).

• Experience working in the Telecommunications industry is preferred.

• Familiarity with cloud-native systems, SOA/microservices, and modern production environments.

• Hands-on experience with Agile/Scrum methodologies.

• Proficiency with tools such as Jira and Confluence for tracking, reporting, and documentation.

• Strong communication, organizational, and stakeholder management skills.

• Ability to manage multiple priorities with a proactive, ownership-driven mindset.
  
  

Qualifications & Experience:

• Bachelor’s or Master’s degree in Engineering, Computer Science, Information Systems, or a related field, or equivalent professional experience.

• MBA from a reputed institution is a strong plus.

• 8+ years of experience in technical support, customer success, operations, or delivery roles within a SaaS or technology-driven environment.

• Strong hands-on experience working with L2/L3 support models and managing production incidents.

• Experience supporting B2B or B2B2C enterprise products.

• Proven experience working closely with in-house product and engineering teams.

• Experience leveraging automation and AI-driven tools to improve operational efficiency and scalability.

• Exposure to project or delivery management and ITIL practices is a strong advantage.
  
  

Skillset:

• Strong understanding of SaaS platforms, cloud environments (AWS, Azure, GCP), APIs, and troubleshooting methodologies.

• Hands-on experience with support and ticketing tools such as Jira, Zendesk, ServiceNow, or similar platforms.

• Familiarity with Agile and Scrum delivery methodologies.

• Excellent verbal and written communication skills with the ability to engage technical and non-technical stakeholders.

• Strong stakeholder management and conflict resolution capabilities.

• Ability to manage multiple priorities in a fast-paced, high-availability environment.

• Data-driven mindset with strong analytical, reporting, and decision-making skills.
  

Benefits we have for you:
- Competitive salary package
- Paid lunch (In the office)
- Training and workshops
- Top-of-the-class engineers to learn from and work with

About us:
At LotusFlare, we attract and keep amazing people by offering two key things:
- Purposeful Work: Every team member sees how their efforts make a tangible, positive difference for our customers and partners.
- Growth Opportunities: We provide the chance to develop professionally while mastering cutting-edge practices in cloud-native enterprise software.

From the beginning, our mission has been to simplify technology to create better experiences for customers. Using an “experience down” approach, which prioritizes the customer's journey at every stage of development, our Digital Network Operator™ Cloud empowers communication service providers to achieve valuable business outcomes. DNO Cloud enables communication service providers to innovate freely, reduce operational costs, monetize network assets, engage customers on all digital channels, drive customer acquisition, and increase retention.

With headquarters in Santa Clara, California, and five major offices worldwide, LotusFlare serves Deutsche Telekom, T-Mobile, A1, Globe Telecom, Liberty Latin America, Singtel, and other leading enterprises around the world.

Website: www.lotusflare.com
LinkedIn: https://www.linkedin.com/company/lotusflare
Instagram: https://www.instagram.com/lifeatlotusflare/
X: https://twitter.com/lotus_flare