Job Summary

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.
- Support product configuration, deployment, upgrades, and production releases.
- Perform log analysis, SQL data validation, and system diagnostics.
- Coordinate with Development teams for defect analysis and resolution.
- Validate fixes before deployment and monitor production stability.
- Ensure smooth deployment and post-release support.
- Work closely with Product Management, Development, QA, DevOps, and Infrastructure teams.
- Participate in sprint planning, release planning, and product roadmap discussions.
- Coordinate cross-functional teams during production incidents.
- Ensure seamless communication between internal teams and customers.
- Define and implement Product Support processes, SOPs, and best practices.
- Improve inci

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