Product Support Manager
๐ง๐ต๐ถ๐ ๐ฟ๐ผ๐น๐ฒ ๐ถ๐ ๐ณ๐ผ๐ฟ ๐ผ๐ป๐ฒ ๐ผ๐ณ ๐๐ต๐ฒ ๐ช๐ฒ๐ฒ๐ธ๐ฑ๐ฎ๐'๐ ๐ฐ๐น๐ถ๐ฒ๐ป๐๐
๐ฆ๐ฎ๐น๐ฎ๐ฟ๐ ๐ฟ๐ฎ๐ป๐ด๐ฒ: ๐ฅ๐ ๐ญ๐ฐ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ - ๐ฅ๐ ๐ฎ๐ด๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ (๐ถ๐ฒ ๐๐ก๐ฅ ๐ญ๐ฐ-๐ฎ๐ด ๐๐ฃ๐)
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 suppo
