Product Support Manager
Weekday AI Pune, Maharashtra, India · ₹1M–₹3M/yr
Technology, Information and Internet · 11-50 employees
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About the role
The Product Support Manager will build and scale an India-based support organization for healthcare technology solutions, overseeing team development and operational workflows. They will manage phased support transitions from U.S.-based teams, ensure SLA compliance, and maintain high service standards through effective escalation management.
What they look for
Requirements
Candidates must have 8+ years of experience in technical or SaaS support, with at least 3 years in a management role. Proven expertise in building offshore teams, managing complex product migrations, and strong communication skills are essential for this role.
Full description
𝗧𝗵𝗶𝘀 𝗿𝗼𝗹𝗲 𝗶𝘀 𝗳𝗼𝗿 𝗼𝗻𝗲 𝗼𝗳 𝘁𝗵𝗲 𝗪𝗲𝗲𝗸𝗱𝗮𝘆'𝘀 𝗰𝗹𝗶𝗲𝗻𝘁𝘀
𝗦𝗮𝗹𝗮𝗿𝘆 𝗿𝗮𝗻𝗴𝗲: 𝗥𝘀 𝟭𝟰𝟬𝟬𝟬𝟬𝟬 - 𝗥𝘀 𝟮𝟴𝟬𝟬𝟬𝟬𝟬 (𝗶𝗲 𝗜𝗡𝗥 𝟭𝟰-𝟮𝟴 𝗟𝗣𝗔)
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.
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.
