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Product Support Manager

Conviva

Responsibilities

  • Lead, mentor, and develop a team of Support Engineers. Run regular 1:1s, set clear 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 execute training plans that develop technical depth and product knowledge across the team. Establish subject matter experts within the team over time.
  • Champion the use of AI tools and modern workflows within the team. Help your engineers work smarter, investigate faster, and consistently do more with less manual effort.
  • Coordinate operational responsibilities including incident communication, release validation, maintenance windows, and SLA management.
  • Partner with the Global Head of Support to align priorities, flag risks early, and ensure the India team is well-integrated into the broader global support organization.

What success looks like

Who You Are and What You’ve Done

  • A proven people manager with 7 or more years in technical support or customer engineering in a SaaS environment, including at least 2 years managing a team of engineers.
  • You lead by example, stay technically engaged, and are not comfortable sitting above the work when your team needs help.
  • Technically curious. You want to understand how things work at a system level, not just the layer directly in front of you, and you bring that same curiosity to your team.
  • A strong communicator and action-oriented. You find solutions, move through ambiguity, and keep things moving even when the path forward is not obvious.
  • Customer-focused. You treat customer escalations with urgency and bring the same energy to building long-term trust as you do to solving immediate problems.
  • Experienced with Salesforce and JIRA for case management, escalation tracking, and team operations.
  • Comfortable with scripting, SQL, or API-based debugging at a working level. Enough to earn technical credibility with your team and contribute meaningfully during complex investigations.
  • Familiar with AI tools and how to use them to improve how a team works, investigates,and delivers.
  • BS in Computer Science, Engineering, or a related field.

What Would Make You Stand Out

  • Experience with streaming video Analytics, App analytics, or AI-powered SaaS products where the technical bar for support is high.
  • You have introduced AI tools or automation to a support team in a way that genuinely changed how people work day to day.
  • Experience working in a distributed organization with leadership in a different time zone, and a track record of staying aligned without needing constant direction.
  • Learn more at conviva.ai and follow the company on
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