Technical Success Manager Pst Shift jobs at Jfrog in India, Bengaluru

JFrog is looking for a talented and self-driven Senior PlatformOps Manager to lead the operations & service delivery of our SaaS and Cloud platform services. In this role, you will work closely with SRE, Product & Engineering, Cloud Governance, FinOps, and Cloud Engineering teams to ensure the highest level of availability, performance for our SaaS services and infrastructure. You will also champion best practices across incident response, automation, cost efficiency, SaaS monitoring and tooling.

As the Senior PlatformOps Manager at JFrog, your responsibilities will include:

• Leading a dedicated team of PlatformOps engineers to manage 24/7/365 operations and service delivery of JFrog SaaS and platform services ensuring continuous availability, performance and reliability.
• Collaborating closely with SRE, Product and Cloud platform engineering teams to identify issues, implement enhancements and adhere operations to adhere SaaS uptime & SLO commitments.
• Own the SaaS incident management, trend optimization and the maintenance of runbooks and SOPs while driving continuous improvements in incident detection, response and resolution processes.
• Planning and executing various SaaS service capability rollouts with sharp attention to detail ensuring clear definitions of done and acceptance criteria are met.
• Envisioning and executing the roadmap for PlatformOps towards the establishment of the JFrog SaaS command center expanding on Service charter and portfolio offerings.
• Effectively facilitate the onboarding and integration of new service operations and instrumentations effectively.
• Leading initiatives to reduce toil and drive automation efforts within the team.
• Mentoring and coaching PlatformOps tech leads & engineers on technical matters and professional development fostering a culture of excellence and continuous improvement.
• Reviewing and periodically publishing operational KPIs to monitor team performance and service levels.

To be a Senior PlatformOps Manager in JFrog you should have:

• A Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience).
• A minimum of 5 years of techno-functional managerial experience in CloudOps, SaaSOps, NoC or a comparable role in a SaaS environment.
• Practical experience with at least one cloud infrastructure (AWS, GCP, Azure), container orchestration (Kubernetes, Docker) as well as programming languages (Python/Go).
• Familiarity with GitOps, standard CI/CD practises and source control management tools (e.g., Git, Bitbucket) for automation initiatives is a plus
• Proficiency in alerting and observability tools (Opsgenie, New Relic, Coralogix, etc.) and familiarity with AIOps technologies.
• Experience working in mission-critical environments and the ability to manage multiple priorities under pressure in a technically challenging setting.
• Demonstrated strong leadership and collaboration skills with experience working effectively across globally distributed teams coupled with excellent communication abilities to engage with both business and technical senior management.
• Proven analytical and troubleshooting skills in incident management, monitoring, and performance tuning of cloud-native SaaS systems.
• A proactive mindset focused on continuous improvement and effective problem-solving.
• Availability for on-call after-hours support as needed.

Here’s what our employees have to say about working at JFrog:

• "I wanted to work in a company that takes technology forward."
• "Our business is so interesting because it is constantly moving, and we have to adapt new solutions to the challenges that arise from the customers."
• "It’s nice to work for a company with a must-have product, not a nice-to-have."

What you’ll be doing as a Developer Support Engineer:

• Troubleshoot and Investigate complex customer CI/CD scenarios and provide innovative solutions for the concerns/requests raised.
• Develop scripts in Bash, Python, and Groovy for debugging and automating
• Set up JFrog applications and 3rd party products in various development environments
• Analyse log files, thread dumps, HTTP traffic, JVM and OS parameters
• Reproduce customer scenarios and fill relevant bugs/features
• Maintaining and improving a knowledge base of known issues and solutions
• Integrate and collaborate with JFrog’s R&D, QA, Release and Sales teams
• Ability to work flexible hours and weekends as needed

What you bring on to the table:

• 2+ years of relevant experience in technical support
• Understanding of Java or other compiled language
• Experience in customer-facing roles
• Experience in Linux
• Able to manage complex, escalated cases involving multiple architectures across multiple platforms
• Strong technical software-related debugging skills
• Knowledge/experience with databases, LDAP, NGINX, Apache Tomcat
• Experience in the DevOps industry
• Experience in AWS OR azure or GCP is required.

Here’s what our employees have to say about working at JFrog:

• "I wanted to work in a company that takes technology forward."
• "Our business is so interesting because it is constantly moving, and we have to adapt new solutions to the challenges that arise from the customers."
• "It’s nice to work for a company with a must-have product, not a nice-to-have."

What you’ll be doing as a Technical Success Manager:

• Focus on the customer’s continuous interactions with JFrog, the customer’s lifetime value and the associated NPS/CSAT scores.
• Assist our customers in creating an adoption/rollout plan to ensure they are confident in successfully socializing and embedding the JFrog Platform
• Provide Service to JFrog Sales team by focusing on customers’ strategy, and to make sure JFrog platform helps customers achieve their goals, enabling the JFrog Sales account manager to be there when customers need them and to get renewals, upsells done on time.
• To formulate and deliver projects by collaborating with JFrog customers based on agreed upon timelines
• Work with the Solution engineering and Professional Services team to ensure all customers complete their projects timely and successfully
• Focus on NPS/CSAT and Customer Lifetime Value .
• Monitor the customer health and their perception of JFrog brand by becoming a Platform Health Expert.
• Be first point of escalation
• Develop full understanding of JFrog platform

What you bring on to the table:

• 8+ years of professional experience preferably in customer success management, relationship management, delivery management, consulting or enterprise delivery
• 3+ years of experience is Software industry preferably in SaaS companies
• Ability to effectively liaise with customers and regional teams/leadership.
• Ability to effectively present technical presentations
• Flexibility in working hours to accommodate our global presence
• Prior hands on experience in Linux
• CLI hands on experience
• Rest API experience will be an advantage
• Docker / Kubernetes experience is good to have

Here’s what our employees have to say about working at JFrog:

• "I wanted to work in a company that takes technology forward."
• "As a developer, seeing your products on the biggest Tech event stages twice a year is WOW."
• "For developers who work here, they have everything that they can wish for to learn and develop new things, including AI and cyber."

What you’ll be doing as a Senior Product Manager :

• Drive Product Strategy: Identify market opportunities, define product vision, and gather customer requirements.
• Own the Lifecycle: Lead your product from ideation to launch, ensuring alignment with customer needs and high-quality execution.
• Leverage Data: Design, experiment, and iterate based on customer feedback, market research, and usage metrics.
• Collaborate Cross-Functionally: Partner with Sales, Support, Marketing, and Engineering to deliver impactful results.
• Build Relationships: Foster trust and alignment across internal and external stakeholders to bring your vision to life.

What you bring on to the table:

• 12+ years of industry experience with minimum 6+ years of Product Management experience in the Tech Product / SaaS industry
• Proven success working on large-scale products with thousands of customers.
• Advantage: Technical experience in Engineering, DevOps, SRE, or Tech Support.
• A customer-centric, data-driven approach to product development.
• Strong interpersonal skills and an ability for influencing diverse stakeholders.

Here’s what our employees have to say about working at JFrog:

• "I wanted to work in a company that takes technology forward."
• "Our business is so interesting because it is constantly moving, and we have to adapt new solutions to the challenges that arise from the customers."
• "It’s nice to work for a company with a must-have product, not a nice-to-have."

What you’ll be doing as a Technical Success Manager:

• Focus on the customer’s continuous interactions with JFrog, the customer’s lifetime value and the associated NPS/CSAT scores.
• Assist our customers in creating an adoption/rollout plan to ensure they are confident in successfully socializing and embedding the JFrog Platform
• Provide Service to JFrog Sales team by focusing on customers’ strategy, and to make sure JFrog platform helps customers achieve their goals, enabling the JFrog Sales account manager to be there when customers need them and to get renewals, upsells done on time.
• To formulate and deliver projects by collaborating with JFrog customers based on agreed upon timelines
• Work with the Solution engineering and Professional Services team to ensure all customers complete their projects timely and successfully
• Focus on NPS/CSAT and Customer Lifetime Value .
• Monitor the customer health and their perception of JFrog brand by becoming a Platform Health Expert.
• Be first point of escalation
• Develop full understanding of JFrog platform

What you bring on to the table:

• 7+ years of professional experience preferably in customer success management, relationship management, delivery management, consulting or enterprise delivery
• 3+ years of experience is Software industry preferably in SaaS companies
• Background or experience in security domain will be an add on
• Ability to effectively liaise with customers and regional teams/leadership.
• Ability to effectively present technical presentations
• Flexibility in working hours to accommodate our global presence
• Prior hands on experience in Linux
• CLI hands on experience
• Rest API experience will be an advantage
• Docker / Kubernetes experience is good to have