Product Support Manager

What success looks like:

• Lead, mentor, and develop a team of Support Engineers. Run regular 1:1s, set clear goals, identify growth opportunities, and build a team culture where accountability and continuous learning are the norm.
• Serve as the technical and operational leader for the India support team. You are in the product, understand how data flows end-to-end, and bring genuine technical depth to complex escalations and investigations.
• Own customer escalations and case management end-to-end. Ensure issues are investigated thoroughly, resolved efficiently, and communicated clearly at every step via Salesforce and JIRA.
• Drive cross-functional collaboration with Engineering and Product to resolve complex issues, identify recurring patterns, and turn customer signals into product improvements.
• Define and track team performance metrics. Identify process gaps and implement improvements that raise the bar on resolution quality, response time, and customer satisfaction.
• Build and execute training plans that develop technical depth and product knowledge across the team. Establish subject matter experts within the team over time.
• Champion the use of AI tools and modern workflows within the team. Help your engineers work smarter, investigate faster, and consistently do more with less manual effort.
• Coordinate operational responsibilities including incident communication, release validation, maintenance windows, and SLA management.
• Partner with the Global Head of Support to align priorities, flag risks early, and ensure the India team is well-integrated into the broader global support organization.

Who You Are and What You’ve Done:

• A proven people manager with 7 or more years in technical support or customer engineering in a SaaS environment, including at least 2 years managing a team of engineers.
• You lead by example, stay technically engaged, and are not comfortable sitting above the work when your team needs help.
• Technically curious. You want to understand how things work at a system level, not just the layer directly in front of you, and you bring that same curiosity to your team.
• A strong communicator and action-oriented. You find solutions, move through ambiguity, and keep things moving even when the path forward is not obvious.
• Customer-focused. You treat customer escalations with urgency and bring the same energy to building long-term trust as you do to solving immediate problems.
• Experienced with Salesforce and JIRA for case management, escalation tracking, and team operations.
• Comfortable with scripting, SQL, or API-based debugging at a working level. Enough to earn technical credibility with your team and contribute meaningfully during complex investigations.
• Familiar with AI tools and how to use them to improve how a team works, investigates, and delivers.
• BS in Computer Science, Engineering, or a related field.

What Would Make You Stand Out:

• Experience with streaming video Analytics, App analytics, or AI-powered SaaS products where the technical bar for support is high.
• You have introduced AI tools or automation to a support team in a way that genuinely changed how people work day to day.
• Experience working in a distributed organization with leadership in a different time zone, and a track record of staying aligned without needing constant direction.