Product Support Lead

3 weeks ago

Bengaluru India VidPro Consultancy Services Full time

Job Description Experience:3-5 Years Location: Bangalore Work Mode: Hybrid Job Type: Fulltime About The Role We are seeking a Product Support Lead to establish and manage our product support function. This is a mid-level, hands-on role for someone with strong operational support experience, who can handle client-facing issues while building the foundation for a scalable support team. Initially an individual contributor role, the Product Support Lead will grow into managing a small team (24 support engineers/agents). The role requires ensuring timely issue resolution, meeting SLAs, and delivering exceptional customer experience through structured processes and clear communication. Responsibilities Operational Support Management - Own the product support function, serving as the primary contact for client-reported issues. - Manage ticket lifecycles including intake, triage, resolution, escalation, and closure. - Monitor SLAs and ensure compliance with client expectations. - Establish and refine support processes, workflows, and knowledge bases. Client Communication & Relationship - Communicate clearly and consistently with clients on issue status, resolution timelines, and next steps. - Provide professional, empathetic, and solution-focused support in all client interactions. - Escalate critical issues internally while managing client expectations effectively. Collaboration & Escalation - Collaborate with Engineering Lead, DevOps Lead, and Testing Lead to resolve complex client issues. - Provide structured feedback to product and engineering teams based on recurring client problems. - Track and report on issue trends to inform product improvements. Team Building & Leadership - Lay the groundwork for building a scalable product support team. - Mentor junior support team members as the function grows. - Define support SLAs, KPIs, and reporting practices to ensure operational excellence. Required Skills & Qualifications - 24 years of professional experience in technical or product support roles. - Strong knowledge of ticket handling, SLA management, and issue triage processes. - Experience with modern support/ticketing systems (e.g., Zendesk, Freshdesk, Jira Service Management, or similar). - Ability to troubleshoot issues across web applications, APIs, and integrated systems. - Excellent client-facing communication and problem-solving skills. - Strong sense of ownership, urgency, and accountability. - Prior experience in a SaaS or product-driven company preferred. Evaluation Process - Interview Rounds: Support methodology, client communication, problem-solving interviews. - Practical Assignment (Scenario-Based): You are managing support for multiple clients. A major client raises a P1 issue affecting their production environment, while two other clients have open tickets that are close to SLA breach. Prepare a 12 page action plan detailing how you would: - Prioritize and allocate your time/resources to address these issues. - Communicate status and next steps to all three clients. - Escalate internally to engineering/DevOps if required, while maintaining SLA compliance. - (Focus will be on structured thinking, prioritization, and communication clarity.) Skills: skills,status,operational support,building,management,product support,escalation,steps,devops,workflow,communication

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