Product Support Manager

About the role

Conviva is seeking a Product Support Manager to lead its Bengaluru support team. You will manage a group of Product Support Engineers, own regional support operations, and act as the primary escalation point for complex customer issues while staying closely involved with the product.

Key responsibilities

• Lead, mentor and develop a team of Support Engineers, run 1:1s, set goals, foster a culture of accountability and continuous learning.
• Own end‑to‑end customer escalations and case management, ensuring thorough investigation, efficient resolution and clear communication via Salesforce and JIRA.
• Drive cross‑functional collaboration with Engineering and Product to resolve complex issues, identify patterns and turn customer signals into product improvements.
• Define, track and improve team performance metrics, addressing process gaps to raise resolution quality, response time and customer satisfaction.
• Build and execute training plans, develop subject‑matter experts and champion AI tools and modern workflows to increase efficiency.
• Coordinate operational duties such as incident communication, release validation, maintenance windows and SLA management, and partner with the Global Head of Support on priorities and risk mitigation.

Required profile

• 7+ years of experience in technical support or customer engineering within a SaaS environment, with at least 2 years managing engineers.
• Hands‑on leader who stays technically engaged and can contribute to complex investigations.
• Strong communicator who can navigate ambiguity, act decisively and maintain customer focus.
• Experience using Salesforce and JIRA for case management and escalation tracking.
• Comfortable with scripting, SQL or API‑based debugging to earn technical credibility.
• BS in Computer Science, Engineering or a related field.

Required skills

• Salesforce
• JIRA
• Scripting (e.g., Python, Bash)
• SQL
• API debugging
• AI tools for workflow automation