Product Support Manager

About the role

You will manage a team of Product Support Engineers, own the regional support operations, and serve as the primary escalation point for complex customer issues. you stay close to the work, understand the product deeply, and set a standard that your team wants to live up to. You will report to the Global Head of Support based in the US and operate with a high degree of ownership and independence.

What you'll do

• Manage a team of Product Support Engineers, own the regional support operations, and serve as the primary escalation point for complex customer issues
• Lead, mentor, and develop a team of Support Engineers. Run regular 1:1s, set clear goals, identify growth opportunities
• Serve as the technical and operational leader for the India support team. You are in the product, understand how data flows end-to-end
• Own customer escalations and case management end-to-end. Ensure issues are investigated thoroughly, resolved efficiently
• Drive cross-functional collaboration with Engineering and Product to resolve complex issues, identify recurring patterns

What you need

• 2–5 yrs of experience
• Windows
• JIRA
• Salesforce
• SQL
• Any graduate