? We’re Hiring | Lead Product Support - B2B SaaS Fintech
? Location: Bangalore- Full-time | On-site
? Experience: 5+ Years
? Budget: ₹12–18 LPA
Notice Period : Immediate joinner (Preferred)
? Job Details
Are you an experienced Product Support skilled who enjoys solving complex technical challenges, leading support teams, and improving customer experience?
We’re looking for a Lead Product Support professional to drive technical support operations, manage escalations, and work closely with Product and Engineering teams at a leading fintech company.
? What You’ll Do
- Lead, mentor, and guide the Product Support team.
- Handle complex customer issues, technical escalations, and critical incidents.
- Drive root cause analysis (RCA) and ensure timely resolution of recurring issues.
- Collaborate with Product and Engineering teams to troubleshoot and resolve product defects.
- Monitor SLAs, support metrics,
and customer satisfaction.
- Improve support processes, documentation, and operational efficiency.
✅ What We’re Looking For
- Experience in Product Support, Technical Support, or Application Support .
- Strong understanding of incident management, troubleshooting, and root cause analysis.
- Experience working with Product and Engineering teams.
- Strong customer communication and escalation-management skills.
- Experience mentoring or leading a technical support team.
- Exposure to SaaS, fintech, banking technology, or other technology-driven product environments is an advantage.