At a glance
- Location
- Bengaluru
About the role
- The Product Support Manager will lead the Bengaluru support team, managing Product Support Engineers and overseeing regional support operations.
- This is a hands-on leadership role that requires deep product understanding, serving as the primary escalation point for complex customer issues.
- The role reports to the Global Head of Support in the US and requires a high degree of ownership and independence.
Responsibilities
- Lead, mentor, and develop a team of Support Engineers through regular 1:1s and goal setting.
- Serve as the technical and operational leader for the India support team, providing depth for complex escalations.
- Own customer escalations and case management end-to-end using Salesforce and JIRA.
- Drive cross-functional collaboration with Engineering and Product teams to resolve issues and identify product improvements.
- Define and track team performance metrics to improve resolution quality, response time, and customer satisfaction.
- Build and execute training plans to develop technical depth and product knowledge across the team.
- Champion the use of AI tools and modern workflows to increase team efficiency.
- Coordinate operational responsibilities including incident communication, release validation, maintenance windows, and SLA management.
- Partner with the Global Head of Support to align priorities and ensure integration into the global organization.
Requirements
- 7 or more years in technical support or customer engineering in a SaaS environment.
- At least 2 years of experience managing a team of engineers.
- Experience with Salesforce and JIRA for case management and escalation tracking.
- Working knowledge of scripting, SQL, or API-based debugging.
- Familiarity with AI tools for team operations and investigations.
- BS in Computer Science, Engineering, or a related field.
Workplace
- Role is based in Bengaluru.
- Requires coordination with leadership in different time zones.
Skills
- Salesforce
- JIRA
- SQL
- Scripting
- AI Tools
