Manager - Product Support

Job description

Here's What Your Day Would Look Like... • Designing, implementing, and optimizing support workflows, SOPs, and application-side incident management frameworks • Overseeing ticket handling, escalations, shift rosters, and knowledge base documentation to maintain 24/7 service standards • Tracking, analyzing, and reporting key performance metrics (SLAs, TAT, CSAT, first-response times, MTTR) to senior leadership • Identifying recurring application/infrastructure issues and collaborating with Product, Engineering, and Operations teams for root-cause resolution • Debugging and actively contributing to complex production troubleshooting and log analysis • Building automation tools and monitoring frameworks to eliminate manual interventions and toil • Leading, mentoring, and scaling the Product Support team while fostering accountability, urgency, and technical rigor • Setting KPIs, conducting regular performance reviews, and addressing skill gaps through structured training We are the perfect match if you... • Hold a Bachelor’s degree in Computer Science, Information Technology, or a related engineering field (preferably from a Tier-1/Tier-2 institute) • Have 4+ years of relevant experience in product, application, or customer-facing technical support for large-scale B2B or B2C SaaS platforms • Possess a strong working knowledge of REST APIs, HTTP response status codes, and application debugging • Have a proven ability to systematically troubleshoot and resolve complex production incidents • Bring hands-on experience with log monitoring, metrics, and ticketing tools (Kibana, Grafana, Metabase, Jira) • Have scripting or automation experience (Python, Bash, SQL) to streamline operational workflows • Demonstrate strong written and verbal communication skills with a track record of cross-functional stakeholder management Must Have • 4+ years of SaaS Product/Application Support experience • REST API & HTTP status code proficiency • Log monitoring & metrics expertise (Kibana, Grafana, Metabase, Jira) • Scripting & automation skills (Python, Bash, SQL) • Team management & KPI/roster tracking experience • Strong communication & cross-functional management skills Good to Have • Experience in large-scale B2B/B2C SaaS platforms • Strong root-cause analysis & incident response framework background • Degree from a Tier-1/Tier-2 institute