Product Support Manager

Role & responsibilities

• Manage day-to-day product support operations for TYASuite Procurement ERP (Requisition, PO, GRN, Invoicing, Vendor Management, etc.)
• Own the end-to-end support ticket lifecycle.
• Work cross-functionally with QA and Engineering teams to troubleshoot and resolve technical issues.
• Lead client onboarding handovers and provide post-implementation support.
• Develop and maintain knowledge base articles, FAQs, and training materials.
• Track and report on support SLAs, customer satisfaction, and issue trends.
• Handle client escalations and ensure high-quality resolution and communication.

Desired Skills & Qualifications

• 5-10 years of ERP or SaaS support experience; at least 2+ years in a leadership/managerial role.
• Strong understanding of procurement workflows, vendor compliance, and finance operations.
• Excellent problem-solving skills and ability to manage critical client escalations.
• Strong verbal and written communication.
• Bachelor's in any stream with good English communication skills

Preferred candidate profile

• Lead support for a fast-growing SaaS platform trusted
• Be at the intersection of technology, finance, and innovation.
• Enjoy a flexible work culture with opportunities for rapid career growth.
• Work on impactful projects that shape CFO decision-making and enterprise automation.