Manager - Product Support
Product, Customer Service
Mumbai, Maharashtra, India
Posted on Aug 22, 2026
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
- 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
- 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
- Experience in large-scale B2B/B2C SaaS platforms
- Strong root-cause analysis & incident response framework background
- Degree from a Tier-1/Tier-2 institute