Program Manager – Location: Kochi,

At Linways, we build smart systems that help educators create smarter people and a better world. We are looking for a Program Manager to lead our Technical Support team and ensure every institution using Linways gets fast, reliable, and outcome-driven support.
The ideal candidate is a strong people leader with solid technical depth, who can turn customer problems into product improvements, mentor a growing team, and work closely with Product and Engineering in an Agile/Scrum environment.

Key Responsibilities

● Lead & Develop the Support Team

○ Lead, mentor, and manage a team of Technical Support Engineers.
○ Allocate and prioritize work, monitor team performance, and ensure timely resolution of issues.
○ Conduct performance reviews, 1:1s, and coaching sessions; identify and drive training and upskilling needs.

● Own Escalations & Customer Outcomes

○ Act as the primary escalation point for critical and high-impact customer issues.
○ Take end-to-end ownership of escalations, ensuring clear communication, follow-through, and closure.
○ Monitor support SLAs, ticket trends, and customer satisfaction (CSAT/NPS), and drive continuous process improvements.

● Partner with Educational Institutions

○ Build and maintain strong relationships with educational institutions and key stakeholders (management, faculty, IT teams).
○ Understand customer requirements, use cases, and constraints, and recommend the best Linways product solutions.
○ Conduct product demonstrations, client onboarding,



admin/faculty training sessions, and workshops to maximize adoption.

● Drive Cross-Functional Collaboration

○ Work closely with Product, Development, and QA teams to improve customer experience and product quality.
○ Represent the “voice of the customer” in internal forums and contribute to product roadmaps and release planning.
○ Collaborate with Agile/Scrum teams to prioritize issues, plan sprints, and support successful product releases.

Qualifications

● Bachelor’s or Master’s degree (BCA/MCA, B.Tech/M.Tech, BBA/MBA, M.Sc., or equivalent).
● 4 –7 years of experience in Technical Support, Product Consulting, or Customer Success, preferably in a SaaS setting.
● Proven experience leading or mentoring a technical team.
● Excellent communication, analytical, problem-solving, and client management skills.
● Experience working with SaaS products and support tools (ticketing, monitoring, reporting) is an advantage.
● Working knowledge of Agile and Scrum methodologies is preferred.
If you are excited about solving real problems in education, leading high-performing teams, and working at the intersection of customers, product, and technology, this role at Linways is for you.

Pay: From ₹550,000.00 per year

Benefits:

- Provident Fund

Ability to commute/relocate:

- Kochi, Kerala (Kochi, 682004): Reliably commute or planning to relocate before starting work (Required)

Experience:

- Team management: 4 years (Preferred)

Work Location: In person

📌 Program Manager (Kochi)
🏢 Linways Technologies
📍 Kochi