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Product Support Leader

3 weeks ago

Mumbai, Maharashtra, India beBeeSupport Full time

Key Responsibilities :

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- Team Leadership and Stakeholder Management :

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- Lead a team of product support specialists to ensure high-quality support delivery.

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- Collaborate with technical teams to resolve issues.

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- Manage stakeholder expectations as the primary point of contact for escalated incidents.

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Technical Support and Troubleshooting :

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- Oversee the diagnosis and resolution of complex technical issues across Java-based applications, APIs, and databases.

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- Guide the team in performing root cause analysis (RCA) for recurring problems and implement preventive measures.

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- Work closely with developers to address bugs, ensuring timely resolution.

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UAT and Post-Deployment Testing :

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- Coordinate User Acceptance Testing (UAT) and production sanity checks for applications and APIs post-deployment.

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- Conduct smoke testing to validate stability and functionality.

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Documentation and Process Improvement :

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- Maintain detailed documentation of issues, resolutions, and preventive actions.

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- Continuously improve support workflows and define SLAs to ensure responsiveness.

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- Update the knowledge base regularly for both internal and external stakeholders.

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Incident and Problem Management :

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- Oversee ticket management in tools like Jira, ensuring timely closure and accurate tracking.

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- Proactively manage incidents, identify recurring issues, and develop strategies to mitigate them.

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Database and Performance Monitoring :

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- Supervise database-related issues, including performance monitoring and optimization.

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- Ensure the availability and reliability of supported systems.

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Customer Success and Feedback :

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- Monitor customer satisfaction and actively seek feedback to improve support services.

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- Train the support team to deliver exceptional service that aligns with company goals.

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Qualifications and Skills :

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- Strong understanding of Java applications, APIs, and related technologies.

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- Proficiency in database management, including MySQL and MongoDB, with skills in optimization and troubleshooting.

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- Familiarity with performance monitoring tools and practices.

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Managerial Skills :

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- Proven experience managing teams in a tech or product support environment.

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- Strong problem-solving and decision-making abilities.

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- Excellent written and verbal communication skills to liaise effectively with stakeholders.