Product Support Manager
Leads Hyderabad’s product support team, executive escalations, operational reporting, and global process improvements. The role requires 8+ years in software product support, 3+ years managing support teams, strong technical troubleshooting skills, and cross-functional collaboration with Product and Engineering.
About the job
Responsibilities
- Lead a team of Product Support Specialists in Hyderabad.
- Collaborate with the Hyderabad Site Lead, regional Heads of Support, and User Operations leadership to ensure cohesive global Product Support operations.
- Support the growth and maturity of product support programs by identifying improvement areas and partnering with Product and Engineering on support processes, policies, and tooling.
- Manage executive-level product escalations end-to-end, including stakeholder communication, customer updates, and coordination with global Product and Engineering teams.
- Analyze data, maintain and report on KPIs, and provide ad hoc reporting.
- Identify, own, coordinate, and implement improvements to CX support processes and cross-functional tools.
- Participate in the global on-call rotation to cover incidents.
- Develop and mentor product support specialists across multiple levels.
Requirements
- 8+ years of work experience in a product support team at a software company.
- 3+ years of experience leading and managing a product support team.
- Deep understanding of product support and executive escalation management.
- Strong user focus and a passion for solving customer problems.
- Strong technical support foundations, including log reading, basic debugging, core API concepts, webhook fundamentals, and SSO basics such as OAuth and SAML.
- Proficiency incorporating AI into daily work while applying sound judgment, privacy, and quality standards.
- Experience triaging, troubleshooting, and handling support tickets end-to-end, including prioritization, severity judgment, written communication, and stakeholder updates.
- Strong data reporting and analytics skills.
- Strong organizational skills and the ability to manage multiple priorities.
- Ability to build scalable processes across go-to-market and technical teams.
- Ability to independently own projects while delegating and empowering team members.
Nice to Have
- Experience with Salesforce, Zendesk, Hex, or Looker.
- Experience working in a fast-paced startup environment.
- Familiarity with or use of Notion.
- Curiosity about adopting AI tools to improve productivity and results.
Compensation and Benefits
- Compensation and benefits information was not provided.
Skills
Log Reading, Debugging, APIs, Webhooks, OAuth, SAML, Artificial Intelligence, Data Analytics, Salesforce, Zendesk, Hex, Looker, Kpi Reporting, Incident Management, Escalation Management
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