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Cloudangle It Solutions
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CA0238 - Product Support Head (Products/Platforms)

CA0238 - Product Support Head (Products/Platforms)

Cloudangle It Solutions

7 - 12 years

25 - 30 Lacs

hyderabad

Posted:4 days ago| Platform:

Apply

Skills Required

rca crisis management automation gcp analytical issue resolution jira continuous improvement technical support product support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Overview:

As the

Product Support Head

, you will lead Cloudangles

customer success, technical support, and product reliability functions

. You ll be responsible for ensuring that our enterprise clients experience exceptional uptime, issue resolution, and value realization from our Deep Tech platforms.

This is a

strategic leadership role

that requires a deep understanding of

SaaS support models, AI-driven platforms, and enterprise customer experience

. You ll build and scale the support organization across

L1-L3

, define SLAs, and drive continuous improvement in customer satisfaction and platform stability.

Experience:

7-12 years of experience in

Product Support, Customer Success, or Technical Operations

in SaaS or Enterprise Technology domains.

Proven track record in building and leading

support teams for AI, Cloud, products

Deep understanding of

SaaS infrastructure, observability, and cloud-native environments

(AWS/Azure/GCP).

Experience managing

enterprise SLAs

and supporting mission-critical deployments.

Excellent leadership, crisis management, and cross-functional collaboration skills.

Strong analytical mindset and familiarity with

support tools

(Zendesk, Freshdesk, Jira, ServiceNow, etc.).

Exposure to

AI-assisted support

, chatbots, or predictive support systems is a plus.

Experience in customer lifecycle management, retention, and value realization strategies preferred.

Roles & Responsibilities:

Lead the

Product Support & Customer Success

function across all Cloudangles products.

Establish and manage

multi-tier support processes (L1, L2, L3)

ensuring rapid issue resolution.

Design and enforce

SLAs, escalation matrices, and root cause analysis (RCA)

processes.

Build a

24x7 support framework

for enterprise clients across geographies.

Partner with product and engineering teams to identify recurring issues, product gaps, and improvement opportunities.

Implement

AI-driven support automation

and self-service knowledge bases.

Define and track

support KPIs

- response time, resolution rate, CSAT, NPS, MTTR, and churn metrics.

Mentor, hire, and grow a high-performing

support and customer success team

Collaborate with

Sales, Product, and Engineering

to ensure alignment across customer lifecycles.

Represent customer voice internally to drive roadmap and reliability decisions.

Customer Success-focused Responsibilities:

Drive customer onboarding, adoption, and value realization to ensure successful deployment and ROI.

Develop customer success playbooks and QBR frameworks to strengthen relationships, engagement, and retention.

Act as a strategic advisor to customers, identifying expansion, upsell, and renewal opportunities to maximize lifetime value.

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