Product Support Lead – SaaS / IT Products

Job Overview

We are looking for an experienced Product Support Lead to lead and scale our product support function. The ideal candidate will act as a bridge between customers, product, engineering, and operations, ensuring timely resolution of issues while continuously improving product stability, customer experience, and support processes.

This role requires a hands-on leader who can manage teams, own escalations, analyze support trends, and collaborate cross-functionally to drive product improvements.

Key ResponsibilitiesSupport Leadership & Team Management

• Lead, mentor, and manage the Product Support team to deliver high-quality, timely support.
• Define support workflows, SLAs, escalation paths, and best practices.
• Conduct regular performance reviews, coaching, and skill development.
• Act as the final escalation point for critical or high-impact issues.

Customer Issue Resolution & Escalations

• Oversee investigation and resolution of complex technical and functional product issues.
• Coordinate with Engineering, QA, and Product teams for root cause analysis and permanent fixes.
• Ensure customer communication is professional, timely, and transparent during incidents.
• Handle enterprise or key client escalations when required.

Cross-Functional Collaboration

• Work closely with Product Managers to provide customer feedback and issue trends.
• Partner with Engineering to prioritize bug fixes and improvements based on impact.
• Collaborate with Sales, Customer Success, and Operations to ensure smooth onboarding and post-sales support.
• Participate in product releases, UAT, and go-live support activities.

Process Improvement & Documentation

• Establish and continuously improve support processes, playbooks, and SOPs.
• Maintain and enhance knowledge bases, FAQs, and internal documentation.
• Drive automation and tooling improvements to reduce manual effort and response times.

Reporting & Analytics

• Track and report on key support metrics such as ticket volume, resolution time, CSAT, and SLA compliance.
• Analyze recurring issues and trends to proactively improve product quality.
• Provide regular reports and insights to senior management.

Required Skills & Qualifications

• Bachelor’s degree in Computer Science, IT, Software Engineering, or a related field.
• 5–8 years of experience in Product Support / Technical Support, with at least 2+ years in a lead or supervisory role.
• Strong understanding of SaaS products, APIs, databases, and software development lifecycle.
• Experience with support tools such as Zendesk, Freshdesk, Intercom, Jira Service Management, or similar.
• Excellent troubleshooting, analytical, and problem-solving skills.
• Strong communication and stakeholder management abilities.
• Experience working in Agile / Scrum environments.

Job Type: Full-time

Pay: Rs175,000.00 - Rs325,000.00 per month

Work Location: In person