Role: Lead - Product Support (Tech Support)
(Dedicated Night Shift)

About the team
The WH Ops support team within product support provide L1 debugging support for technical issues from products & systems from the 80+ Instamart warehouses across India. The team is dedicated to the vision of ensuring that the end customer makes full use of the products without any blockers in business continuity.. The team is also built with the focus of ensuring the launch, distribution & scalability of products happen at an efficient and quick pace.

About the Role
As an integral part of the WH support team, the candidate would be responsible for providing tech support to Instamart’s WH (Vinculum) suite of products and the inhouse WMS that is being built upon. The candidate should have an entrepreneur type mindset, System thinking and Empathetic towards the end users. He/She should be consistently providing solutions to improve the experience of our products and dependent cross functions (Instamart Operations, Business & WH teams).




This role requires intense collaboration with the Vinculum engineering and product team so that they are on top of the issues that are being raised from the respective WH products. The candidate would be required to proactively voice their opinions, concerns and callouts among the larger stakeholder group. Also, the candidate will be required to perform real-time configurations to ensure our Products run on full effectiveness. The role also focuses on understanding the data and information available - both quantitative and qualitative, consistently communicating product feedback and insights.

What you’ll do
1. On-call support: Act as the L1 for all issues arising from warehouse and provide timely & effective resolution as per the SOPs and playbooks and thereby unblocking the WH ops teams to ensure business continuity.
2. Incident & SLA Management: Establish, track, and report on key service level agreements (SLAs) for critical warehouse tickets, ensuring

📌 Lead - Product Support (Bengaluru)
🏢 Swiggy
📍 Bengaluru