Job Summary

We are looking for an experienced and customer-focused Product Support Engineer – Lead to lead our Product Support function and ensure exceptional support delivery across enterprise software products. The ideal candidate will be responsible for managing product support operations, leading a team of support engineers, handling critical customer escalations, driving process improvements, and collaborating with Development, QA, Product Management, and Operations teams.

The role requires solid technical expertise, excellent leadership skills, customer management capabilities, and the ability to drive continuous improvements in support processes while ensuring high customer satisfaction.

Key Responsibilities

· Lead and manage the Product Support team, ensuring timely issue resolution and high-quality customer service.

· Mentor, coach, and develop support engineers to improve technical and customer handling skills.

· Define KPIs, monitor team performance, and conduct regular performance reviews.

· Allocate resources effectively and manage workload across the team.





· Build a knowledge-driven support culture through continuous learning and documentation.

· Own end-to-end product support operations for enterprise customers.

· Manage customer escalations and serve as the primary point of contact for critical production issues.

· Ensure adherence to defined SLAs and timely closure of customer tickets.

· Conduct root cause analysis (RCA) for recurring issues and drive preventive measures.

· Coordinate with customers to understand business requirements, product challenges, and enhancement requests.

· Build long-term customer relationships by ensuring proactive communication and issue management.

· Troubleshoot complex application, database, networking, Linux, and API-related issues.

· Support product configuration, deployment, upgrades, and production releases.

· Perform log analysis, SQL data validation, and system diagnostics.

· Coordinate with D

📌 Product Support Engineer Lead (Madhapur)
🏢 ITP Software India
📍 Madhapur