Product Support Manager

Conviva is the first and best place to understand and optimize digital customer experiences. Our Operational Data Platform harnesses full-census, comprehensive client-side telemetry-capturing every aspect of customer experience and engagement across all devices and linking them to the performance of underlying services, in real-time and at a fraction of the cost of alternative solutions. Conviva computes quality of experience across all users and all devices, in real time. We combine user actions with app and system responses to give your technology, business, and operations teams AI-powered insights into any issues impacting user experience and engagement. Trusted by industry leaders like Disney, NBC, and the NFL, Conviva revolutionizes how businesses understand customer experience and engagement, maximizing satisfaction, conversion, and revenue. 

We are looking for a Product Support Manager to lead our Bengaluru support team. 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. This is a hands-on leadership role: 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 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.

To learn more about how Conviva can help improve the performance and outcomes of your digital services, visit  www.conviva.ai.