Product Support Head (Products/Platforms)

Job Overview:

Product Support Head

strategic leadership role

Data & AI

• Dangles

  our data engineering and observability platform that connects, cleans, and contextualizes, stores into data lake house all enterprise data.

• mlangles

  our end-to-end Generative and Predictive AI platform that transforms data into actionable insights. The only Gen AI platform that can fine-tune, quantize, version the models and then build magnetic AI applications that can be integrated into your production processes.

Quantum

• Qangles

  our quantum simulation and algorithm platform that bridges enterprise use cases with quantum hardware for applications in drug discovery, material science, financial modelling and Quantum Security.

Software and Quality Engineering Productivity

• Codebenders

  an AI-driven Ambient Contextual Engineering (ACE) platform for code modernization, refactoring and new application build.

• TestingAIde

  an Ambient Contextual Testing (ACT) platform that auto-generates strategies, test plans, and scripts across all aspect of application testing (like functional, performance, API, Security and Compliance, Cross Browser, Mobile, IVR etc.,).

• DataAIXpress

  – a seamless data migration and transformation accelerator that enables faster and secure modernization from one OLTP to another OLTP database.

Business Process Workflow

• SmartOfficeNxt

  – a no-code workflow and approval automation suite to streamline business operations across departments.

Cloud Cost Containment

• CloudOptiMax

  – a FinOps and sustainability platform designed to optimize multi-cloud costs while advancing your ESG goals.

Experience:

• 4 –7 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.