Product Support Lead

Experience:3-5 Years

Location: Bangalore

Work Mode: Hybrid

Job Type: Fulltime

About The Role

Responsibilities

• Own the product support function, serving as the primary contact for client-reported issues.
• Manage ticket lifecycles including intake, triage, resolution, escalation, and closure.
• Monitor SLAs and ensure compliance with client expectations.
• Establish and refine support processes, workflows, and knowledge bases.
  

• Communicate clearly and consistently with clients on issue status, resolution timelines, and next steps.
• Provide professional, empathetic, and solution-focused support in all client interactions.
• Escalate critical issues internally while managing client expectations effectively.
  

• Collaborate with Engineering Lead, DevOps Lead, and Testing Lead to resolve complex client issues.
• Provide structured feedback to product and engineering teams based on recurring client problems.
• Track and report on issue trends to inform product improvements.
  

• Lay the groundwork for building a scalable product support team.
• Mentor junior support team members as the function grows.
• Define support SLAs, KPIs, and reporting practices to ensure operational excellence.
  

Required Skills & Qualifications

• 2–4 years of professional experience in technical or product support roles.
• Strong knowledge of ticket handling, SLA management, and issue triage processes.
• Experience with modern support/ticketing systems (e.g., Zendesk, Freshdesk, Jira Service Management, or similar).
• Ability to troubleshoot issues across web applications, APIs, and integrated systems.
• Excellent client-facing communication and problem-solving skills.
• Strong sense of ownership, urgency, and accountability.
• Prior experience in a SaaS or product-driven company preferred.
  

• Interview Rounds: Support methodology, client communication, problem-solving interviews.
• Practical Assignment (Scenario-Based): You are managing support for multiple clients. A major client raises a P1 issue affecting their production environment, while two other clients have open tickets that are close to SLA breach. Prepare a 1–2 page action plan detailing how you would:
• Prioritize and allocate your time/resources to address these issues.
• Communicate status and next steps to all three clients.
• Escalate internally to engineering/DevOps if required, while maintaining SLA compliance.
• (Focus will be on structured thinking, prioritization, and communication clarity.)