???? ???? ?? ??? ??? ?? ??? ???????'? ???????

?????? ?????: ?? ??????? - ?? ??????? (?? ??? ??-?? ???)

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 strong 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 clear 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 performance and operational health
- Coach and mentor support engineers and develop a strong culture of accountability and continuous improvement
- Identify opportunities to improve support processes, automation, documentation, knowledge sharing, and customer experience
- Maintain strong communication with U.S.-based clients, leadership teams, and stakeholders during transitions and ongoing operations
- Ensure support operations follow applicable healthcare technology, security, privacy, and compliance requirements

What Makes You a Great Fit
- 8+ years of experience in technical support, product support, SaaS support, service delivery, or support operations
- 3+ years of experience managing multi-tier technical or product support teams
- Experience in healthcare technology, healthcare SaaS, or Healthcare RCM is highly preferred
- Proven track record of building or scaling an offshore support organisation from the ground up
- Strong experience hiring, onboarding, training, coaching, and developing support teams
- Demonstrated ownership of SLA management, ticket resolution, turnaround time, escalation management, and service quality
- Experience managing phased product transitions, migrations, or offshore support handovers
- Strong understanding of support operations, ticketing workflows, triage, troubleshooting, escalation, and knowledge management
- Experience working with U.S.-based clients, support teams, and leadership stakeholders
- Excellent written and verbal English communication skills
- Strong stakeholder-management and cross-functional collaboration abilities
- Ability to operate effectively in a structured, compliance-driven, and transition-focused workplace
- Strong analytical and problem-solving skills with a focus on service performance and continuous improvement
- Hands-on leadership style with the ability to build trust, accountability, transparency, and ownership within teams
- Ability to manage multiple products, priorities, stakeholders, and transition milestones simultaneously

📌 Product Support Manager (Pune)
🏢 Weekday AI (YC W21)
📍 Pune