Product Support Manager

Product Support Manager

Job Summary:

We are seeking a dynamic and experienced Product Support Manager to lead our product support team. This individual will ensure seamless support for our applications, APIs, and systems, while delivering a superior experience to stakeholders. The ideal candidate will have a strong technical background and excellent leadership skills, capable of bridging the gap between technical teams and customers.

Key Responsibilities:

1. Team Leadership and Stakeholder Management

• Lead and mentor a team of product support specialists to ensure high-quality support delivery.
• Collaborate with developers, DevOps, and other technical teams to resolve issues.
• Act as the primary point of contact for escalated incidents and manage stakeholder expectations.

2. Technical Support and Troubleshooting

• Oversee the diagnosis and resolution of complex technical issues across Java-based applications, APIs, and databases.
• Guide the team in performing root cause analysis (RCA) for recurring problems and implement preventive measures.
• Work closely with developers to address bugs, ensuring timely resolution.

3. UAT and Post-Deployment Testing

• Coordinate and participate in User Acceptance Testing (UAT) and production sanity checks for applications and APIs post-deployment.
• Conduct smoke testing to validate stability and functionality.

4. Documentation and Process Improvement

• Maintain detailed documentation of issues, resolutions, and preventive actions.
• Continuously improve support workflows and define SLAs to ensure responsiveness.
• Regularly update the knowledge base for both internal and external stakeholders.

5. Incident and Problem Management

• Oversee ticket management in tools like Jira, ensuring timely closure and accurate tracking.
• Proactively manage incidents, identify recurring issues, and develop strategies to mitigate them.

6. Database and Performance Monitoring

• Supervise database-related issues, including MySQL and MongoDB performance monitoring and optimization.
• Ensure the availability and reliability of all supported systems.

7. Customer Success and Feedback

• Monitor customer satisfaction and actively seek feedback to improve support services.
• Train the support team to deliver exceptional service that aligns with company goals.

Education Background:

• Bachelors Degreein Computer Science, Information Technology, or a related field is required.
• Masters Degreein Business Administration, IT Management, or related fields is preferred but not mandatory.
• Relevant certifications (e.g., ITIL, PMP, or certifications in database management or cloud technologies) are an added advantage.

Qualifications and Skills:

Technical Skills

• Strong understanding of Java applications, APIs, and related technologies.
• Proficiency in database management, including MySQL and MongoDB, with skills in optimization and troubleshooting.
• Familiarity with performance monitoring tools and practices.

Managerial Skills

• Proven experience managing teams in a tech or product support environment.
• Strong problem-solving and decision-making abilities.
• Excellent written and verbal communication skills to liaise effectively with technical and non-technical stakeholders.

Preferred

• Experience with DevOps practices and tools.
• Knowledge of API security and performance testing frameworks.

Success Metrics:

• Reduction in average resolution time for support tickets.
• Improvement in customer satisfaction scores.
• Decrease in recurring incidents through effective RCA and prevention.
• Timely and successful UAT completion for new deployments.