Manager-Product Support Engineer

Role Details:

Designation:Manager-Product Support

Location: Marol,Andheri East,Mumbai

Work from office

5 days working

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 Bachelors 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

1. 4+ years of SaaS Product/Application Support experience
2. REST API & HTTP status code proficiency
3. Log monitoring & metrics expertise (Kibana, Grafana, Metabase, Jira)
4. Scripting & automation skills (Python, Bash, SQL)
5. Team management & KPI/roster tracking experience
6. Strong communication & cross-functional management skills
7. 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