Senior Product Support Engineer

As a Product Support Lead at Vidpro, you will play a crucial role in building and managing the product support function. Your responsibilities will include operational support management, client communication & relationship management, collaboration & escalation, and team building & leadership. Key Responsibilities: - Operational Support Management - Serve as the primary point of contact for client-reported product issues. - Manage the full ticket lifecycle: intake, triage, resolution, escalation, closure. - Monitor, track, and ensure SLA compliance across all active tickets. - Define and improve support processes, workflows, FAQs, and knowledge bases. - Client Communication & Relationship Management - Communicate clear and timely updates to clients on ticket progress and resolution plans. - Deliver professional, empathetic, and proactive support interactions. - Manage client expectations effectively during escalations or extended investigation timelines. - Collaboration & Escalation - Work closely with Engineering, QA, DevOps, and Product teams to resolve complex issues. - Provide structured insights based on recurring issues to drive product improvements. - Track and present issue trends, root causes, and improvement recommendations. - Team Building & Leadership - Develop the foundation for a scalable product support team and workflows. - Mentor and onboard junior team members as the function expands. - Define SLAs, KPIs, reporting cadences, and service standards to maintain operational excellence. Required Skills & Qualifications: - 2-4 years of experience in technical/product support roles. - Strong understanding of ticket triage, SLA management, and escalation handling. - Hands-on experience with modern support/ticketing systems such as Zendesk, Freshdesk, Jira Service Management, ServiceNow, etc. - Ability to troubleshoot across web applications, APIs, and integrated systems. - Excellent communication, customer empathy, and problem-solving skills. - High ownership mindset with attention to detail and urgency. - Prior experience in a SaaS or product-driven company is a strong plus. In this role, you will have the opportunity to establish scalable support workflows and lead a small support team as the function matures. You are expected to be proactive, structured, client-oriented, and able to manage SLAs effectively while maintaining strong working relationships with internal and external stakeholders.,