Manager/Senior Manager - Product Support

About The Role

We are looking for a talented Manager/Senior Manager - Product Support to join our Engineering team and help us scale effectively. The ideal candidate will have a unique blend of technical expertise, insatiable curiosity, and analytical mindset. The individual will be responsible for setting up efficient support processes and systems to streamline operations, improve workflows, and ensure seamless integration across departments. This role focuses on identifying gaps, implementing best practices, and optimizing existing procedures to drive operational excellence and support overall business goals.

Responsibilities

• Develop and implement support policies for L1, L2, and L3 levels tailored to our specific products and services.
• Lead, manage, and scale a team of support engineers located in both India and the US.
• Investigate internal and customer-facing software issues, including ETL and Spark job failures.
• Manage and prioritize the Zendesk queue of tickets while ensuring timely and clear updates on issue status, workarounds, and resolution.
• Work collaboratively with the development team to identify the root cause of issues and recommend paths to resolution.
• Communicate possible workarounds to reported issues and maintain related support tickets.
• Liaise with Product Management, Development, and QA teams to recommend changes to error handling and expand coverage of potential real-world use cases.
• Document recurring issues and maintain product user guides to enhance user support.