Job Description – Support Manager (PMS Product)

Experience: 3+ Years

We are looking for a Support Manager to manage customer support for our in-house Property Management System (PMS). The ideal candidate should have strong troubleshooting skills, hands-on SQL knowledge, and experience managing customer issues while collaborating with Product, Development, and QA teams.

Key Responsibilities
- Manage day-to-day product support operations and ensure SLA compliance.
- Troubleshoot application and database-related issues using SQL.
- Handle customer escalations and provide timely issue resolution.
- Coordinate with internal teams for defect resolution and product improvements.
- Monitor support tickets, perform root cause analysis (RCA), and maintain documentation.
- Lead and mentor the support team to ensure high customer satisfaction.

Required Skills
- 3+ years of experience in Application/Product Support.
- Robust SQL knowledge (joins, views, stored procedures, and basic query optimization).
- Experience with ticketing tools and incident management.
- Excellent communication, analytical, and problem-solving skills.
- Experience supporting a PMS, ERP, or SaaS product is preferred.

📌 Support Manager (India)
🏢 HotelKey
📍 India