Technical Product Manager

At eBay, we're more than a global ecommerce leader — we're changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We're committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

We are seeking a smart, technically adept, and solution-oriented Product Manager to help shape the future of our Customer Support Technology Platform Engineering team at our Bengaluru, India office. You will play a key role in defining and delivering the tools, services, and systems that power eBay's global customer support experience.

You will work closely with Customer Service Engineers who build agent-facing tools and platforms, enabling our support agents to deliver faster, smarter, and more efficient service. Your contributions will directly impact both the agent experience and the quality of support received by millions of eBay customers worldwide.

This position is based in Bengaluru, India, but you'll collaborate actively with teams in North America, Europe, and APAC. Success in this role requires a willingness to work across time zones and occasionally adjust your schedule to support distributed team coordination and decision-making.

This opportunity is ideal for someone with a development or QA background who has grown into product leadership and thrives at the intersection of engineering, systems thinking, and user experience.

What You Will Do

• Own the product lifecycle for internal platforms that support customer support systems, including APIs, actions frameworks, batch processing engines, and third-party integrations.
• Collaborate deeply with Customer Service Engineering teams to define and prioritize requirements for agent-facing tools, automation systems, and workflows.
• Gather, analyze, and document product requirements, working closely with engineers, stakeholders, and global business partners.
• Translate business problems into well-structured technical requirements, including service/API definitions, workflows, and data integration models.
• Participate in and contribute to technical design reviews, collaborating closely with engineering and architecture teams.
• Evaluate and recommend build vs. buy options, considering open-source, commercial, and internally developed solutions.
• Work with engineering teams to explore and integrate AI-assisted tools and automation frameworks—including natural language processing, intelligent routing, and agent assist technologies—to enhance support operations and tooling.
• Engage in Agile ceremonies—attend stand-ups, planning sessions, and retrospectives as a core member of the Scrum team.
• Monitor the health of services in production, analyze API performance and reliability, and solve issues with support and development teams.
• Write and maintain high-quality PRDs, functional specifications, use cases, and user documentation.
• Partner across teams to deliver platform enhancements that scale globally and improve developer and agent productivity.

What You Will Bring

• 5+ years of experience in Technical Product Management, Business Systems Analysis, or a related role—preferably with prior experience as a developer or QA engineer.
• Bachelors or Masters or equivalent experience in Computer Science, Engineering, Management or a related field.
• Solid understanding of architectures dedicated to service delivery, with practical involvement in API systems like REST, SOAP, and GraphQL.
• Excellent communication skills, with the ability to distill complex technical concepts for different audiences.
• Proficiency in writing clear and comprehensive product documents, use cases, and system requirements.
• Working knowledge of SQL and comfort analyzing data to inform product decisions.
• Proficient in Agile/Scrum methodologies and experienced in fast-paced, iterative delivery environments.
• Skilled in documentation and presentation tools such as PowerPoint, Confluence, Visio, and Excel.
• A strong sense of ownership, a diligent approach, and a passion for crafting impactful platform solutions.
• Curiosity to deeply understand people, processes, and systems—and the creativity to craft pragmatic, scalable solutions.
• Strong technical experience in customer support systems is highly preferred, especially in building or integrating case/contact management platforms, designing and consuming scalable API platforms, developing workflow orchestration engines, engineering high-throughput web applications, and implementing or integrating enterprise-grade packaged software solutions within complex distributed environments.
• Experience or familiarity with AI-enabled product features, such as chatbots, ML-based decisioning, recommendation engines, or AI-assisted developer tools, is a plus.

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