{"id":1908526,"url":"https://alion.io/job/weekday-product-support-manager","title":"Product Support Manager","company":{"id":7097,"name":"Weekday","domain":"weekday.works","url":"https://alion.io/company/weekday","size_band":"51-200","is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":81,"open_postings":104,"ghost_share":0,"stale_share":0.971,"repost_share":0,"time_to_fill_p50_days":5,"computed_at":"2026-10-08T05:49:30Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mumbai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-05T13:46:31Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-09T00:54:28Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"'\n: - ( - )\nExperience: 8+ yrs\nLocation: Mumbai, Pune, Hyderabad\nJob Type: Full-time\nWe 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.\nThis 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.\nRequirements\nKey Responsibilities\nBuild and scale the India-based technical and product support organisation.\nHire, onboard, train, and develop Support Engineers and other support professionals.\nDefine team structures, roles, responsibilities, workflows, and operational processes.\nPlan and execute structured knowledge transfer from U.S.-based support and product teams.\nEstablish product-specific shadowing, training, readiness, and go-live processes.\nLead phased transitions of support ownership from the U.S. team to India.\nDefine clear transition milestones, readiness criteria, and sign-off checkpoints before each product cutover.\nDevelop and maintain support runbooks, knowledge bases, troubleshooting guides, SOPs, and escalation procedures.\nOwn day-to-day ticket triage, prioritisation, routing, and assignment across the support team.\nMonitor ticket resolution, turnaround time, backlog, SLA compliance, and service-quality metrics.\nIdentify SLA risks and operational bottlenecks early and drive timely corrective action.\nOwn escalation management and coordinate with Product, Engineering, Development, QA, and other stakeholders.\nEstablish reporting and dashboards to track support performance and operational health.\nCoach and mentor support engineers and develop a strong culture of accountability and continuous improvement.\nIdentify opportunities to improve support processes, automation, documentation, knowledge sharing, and customer experience.\nMaintain strong communication with U.S.-based clients, leadership teams, and stakeholders during transitions and ongoing operations.\nEnsure support operations follow applicable healthcare technology, security, privacy, and compliance requirements.\nWhat Makes You a Great Fit\n8+ years of experience in technical support, product support, SaaS support, service delivery, or support operations.\n3+ years of experience managing multi-tier technical or product support teams.\nExperience in healthcare technology, healthcare SaaS, or Healthcare RCM is highly preferred.\nProven track record of building or scaling an offshore support organisation from the ground up.\nStrong experience hiring, onboarding, training, coaching, and developing support teams.\nDemonstrated ownership of SLA management, ticket resolution, turnaround time, escalation management, and service quality.\nExperience managing phased product transitions, migrations, or offshore support handovers.\nStrong understanding of support operations, ticketing workflows, triage, troubleshooting, escalation, and knowledge management.\nExperience working with U.S.-based clients, support teams, and leadership stakeholders.\nExcellent written and verbal English communication skills.\nStrong stakeholder-management and cross-functional collaboration abilities.\nAbility to operate effectively in a structured, compliance-driven, and transition-focused environment.\nStrong analytical and problem-solving skills with a focus on service performance and continuous improvement.\nHands-on leadership style with the ability to build trust, accountability, transparency, and ownership within teams.\nAbility to manage multiple products, priorities, stakeholders, and transition milestones simultaneously.","description_format":"text","description_chars":3884,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate 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