Product Support Manager

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Experience: 8+ yrs

Location: Mumbai, Pune, Hyderabad

Job Type: Full-time

We are looking for an experienced Support Manager to build, lead, and scale an India-based product support organisation for a portfolio of Clinical and Patient-focused healthcare technology solutions.

This is a build-and-scale leadership role requiring strong expertise in technical support, SaaS service delivery, team building, SLA management, knowledge management, escalation handling, and phased support transitions. The ideal candidate will have a proven track record of establishing offshore support teams and maintaining high service standards throughout complex product migrations.

Requirements

Key Responsibilities

• Build and scale the India-based technical and product support organisation.
• Hire, onboard, train, and develop Support Engineers and other support professionals.
• Define team structures, roles, responsibilities, workflows, and operational processes.
• Plan and execute structured knowledge transfer from U.S.-based support and product teams.
• Establish product-specific shadowing, training, readiness, and go-live processes.
• Lead phased transitions of support ownership from the U.S. team to India.
• Define clear transition milestones, readiness criteria, and sign-off checkpoints before each product cutover.
• Develop and maintain support runbooks, knowledge bases, troubleshooting guides, SOPs, and escalation procedures.
• Own day-to-day ticket triage, prioritisation, routing, and assignment across the support team.
• Monitor ticket resolution, turnaround time, backlog, SLA compliance, and service-quality metrics.
• Identify SLA risks and operational bottlenecks early and drive timely corrective action.
• Own escalation management and coordinate with Product, Engineering, Development, QA, and other stakeholders.
• Establish reporting and dashboards to track support performance and operational health.
• Coach and mentor support engineers and develop a strong culture of accountability and continuous improvement.
• Identify opportunities to improve support processes, automation, documentation, knowledge sharing, and customer experience.
• Maintain strong communication with U.S.-based clients, leadership teams, and stakeholders during transitions and ongoing operations.
• Ensure support operations follow applicable healthcare technology, security, privacy, and compliance requirements.

What Makes You a Great Fit

• 8+ years of experience in technical support, product support, SaaS support, service delivery, or support operations.
• 3+ years of experience managing multi-tier technical or product support teams.
• Experience in healthcare technology, healthcare SaaS, or Healthcare RCM is highly preferred.
• Proven track record of building or scaling an offshore support organisation from the ground up.
• Strong experience hiring, onboarding, training, coaching, and developing support teams.
• Demonstrated ownership of SLA management, ticket resolution, turnaround time, escalation management, and service quality.
• Experience managing phased product transitions, migrations, or offshore support handovers.
• Strong understanding of support operations, ticketing workflows, triage, troubleshooting, escalation, and knowledge management.
• Experience working with U.S.-based clients, support teams, and leadership stakeholders.
• Excellent written and verbal English communication skills.
• Strong stakeholder-management and cross-functional collaboration abilities.
• Ability to operate effectively in a structured, compliance-driven, and transition-focused environment.
• Strong analytical and problem-solving skills with a focus on service performance and continuous improvement.
• Hands-on leadership style with the ability to build trust, accountability, transparency, and ownership within teams.
• Ability to manage multiple products, priorities, stakeholders, and transition milestones simultaneously.