Product Support Manager

About this job

Conviva, the experience analytics platform powering AI agents, apps, and streaming video globally, is hiring a Product Support Manager in Bengaluru. In this hands-on leadership position, you will head the regional support team and guide operations while reporting to the US-based Global Head of Support. Your team ensures that clients receive accurate insights into consumer digital experiences, linking system performance directly to revenue and retention. During a typical day, you will manage a group of Product Support Engineers, act as the main escalation point for intricate customer problems, conduct 1:1 mentorship sessions, and track team metrics. You will also coordinate closely with the Product and Engineering departments, manage case operations using Salesforce and JIRA, utilize scripting and SQL for technical investigations, and champion AI-driven workflows to streamline regional support.

Responsibilities

• Lead, mentor, and develop a team of Support Engineers by conducting 1:1s and setting clear goals.
• Serve as the technical and operational leader for the India support team by diving deep into product data flows.
• Manage customer escalations and case resolutions end-to-end utilizing Salesforce and JIRA.
• Drive cross-functional collaboration with Product and Engineering to translate customer signals into product improvements.
• Define team performance metrics, track resolution quality and response times, and implement process enhancements.
• Build training plans, establish subject matter experts, and champion the use of AI tools for smarter workflows.
• Coordinate operational duties including incident communication, release validation, and SLA management.
• Partner with the Global Head of Support to align regional priorities, flag risks, and integrate with the global organization.

Requirements

• 7 or more years in technical support or customer engineering in a SaaS environment.
• At least 2 years of experience managing a team of engineers.
• Strong communication skills and an action-oriented approach to resolving ambiguity.
• Customer-focused mindset with urgency in handling escalations and building trust.
• Hands-on experience with Salesforce and JIRA for case management and tracking.
• Working-level proficiency in scripting, SQL, or API-based debugging.
• Familiarity with AI tools to improve team workflows and investigation speed.
• BS in Computer Science, Engineering, or a related field.

Good to have

• Experience with streaming video analytics, app analytics, or AI-powered SaaS products.
• Track record of introducing AI tools or automation to a support team.
• Experience working in a distributed organization with leadership in a different time zone.

Who should apply

This role suits experienced technical support professionals who possess a strong blend of people management and deep technical troubleshooting skills in a SaaS setting. Candidates should be comfortable staying hands-on with data flows, scripting, SQL, and APIs while leading a regional team independently. If you have a history of coaching engineers, managing complex escalations via Salesforce and JIRA, and collaborating with US-based leadership in a distributed structure, this position at Conviva in Bengaluru is an ideal fit. Freshers cannot apply as 7+ years of experience is required.

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