Conviva is the experience analytics platform for AI agents, apps, and streaming. Conviva pioneered quality of experience measurement for streaming video and has supported live digital experiences across 20 Super Bowls, 10 Olympic Games, and five FIFA World Cup tournaments. With full-census, real-time, stateful analytics, Conviva shows what consumers actually experience, not just whether systems are running, and connects that experience to revenue, retention, and risk.

We are looking for a Product Support Manager to lead our Bengaluru support team. You will manage a team of Product Support Engineers, own the regional support operations, and serve as the primary escalation point for complex customer issues. This is a hands-on leadership role: you stay close to the work, understand the product deeply, and set a standard that your team wants to live up to. You will report to the Global Head of Support based in the US and operate with a high degree of ownership and independence.

What success looks like:

• Lead, mentor, and develop a team of Support Engineers. Run regular 1:1s,



set transparent goals, identify growth opportunities, and build a team culture where accountability and continuous learning are the norm.

• Serve as the technical and operational leader for the India support team. You are in the product, understand how data flows end-to-end, and bring genuine technical depth to complex escalations and investigations.

• Own customer escalations and case management end-to-end. Ensure issues are investigated thoroughly, resolved efficiently, and communicated clearly at every step via Salesforce and JIRA.

• Drive cross-functional collaboration with Engineering and Product to resolve complex issues, identify recurring patterns, and turn customer signals into product improvements.

• Define and track team performance metrics. Identify process gaps and implement improvements that raise the bar on resolution quality, response time, and customer satisfaction.

• Build and e

📌 Product Support Manager (Bengaluru)
🏢 Conviva
📍 Bengaluru