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Experience: 8+ yrs

Location: Mumbai, Pune, Hyderabad

Job Type: Full-time

We are looking for an experienced Support Manager to build, lead, and scale an India-based product support organisation for a portfolio of Clinical and Patient-focused healthcare technology solutions.

This is a build-and-scale leadership role requiring robust expertise in technical support, SaaS service delivery, team building, SLA management, knowledge management, escalation handling, and phased support transitions. The ideal candidate will have a proven track record of establishing offshore support teams and maintaining high service standards throughout complex product migrations.

Requirements

Key Responsibilities
- Build and scale the India-based technical and product support organisation.
- Hire, onboard, train, and develop Support Engineers and other support professionals.
- Define team structures, roles, responsibilities, workflows, and operational processes.




- Plan and execute structured knowledge transfer from U.S.-based support and product teams.
- Establish product-specific shadowing, training, readiness, and go-live processes.
- Lead phased transitions of support ownership from the U.S. team to India.
- Define explicit transition milestones, readiness criteria, and sign-off checkpoints before each product cutover.
- Develop and maintain support runbooks, knowledge bases, troubleshooting guides, SOPs, and escalation procedures.
- Own day-to-day ticket triage, prioritisation, routing, and assignment across the support team.
- Monitor ticket resolution, turnaround time, backlog, SLA compliance, and service-quality metrics.
- Identify SLA risks and operational bottlenecks early and drive timely corrective action.
- Own escalation management and coordinate with Product, Engineering, Development, QA, and other stakeholders.
- Establish reporting and dashboards to track support perfor

📌 Product Support Manager (Mumbai)
🏢 Weekday AI
📍 Mumbai