Product Support Engineer Lead

• *Job Summary**

We are looking for an experienced and customer\-focused **Product Support Engineer – Lead** to lead our Product Support function and ensure exceptional support delivery across enterprise software products. The ideal candidate will be responsible for managing product support operations, leading a team of support engineers, handling critical customer escalations, driving process improvements, and collaborating with Development, QA, Product Management, and Operations teams.

The role requires strong technical expertise, excellent leadership skills, customer management capabilities, and the ability to drive continuous improvements in support processes while ensuring high customer satisfaction.

• *Key Responsibilities**

· Lead and manage the Product Support team, ensuring timely issue resolution and high\-quality customer service.

· Mentor, coach, and develop support engineers to improve technical and customer handling skills.

· Define KPIs, monitor team performance, and conduct regular performance reviews.

· Allocate resources effectively and manage workload across the team.

· Build a knowledge\-driven support culture through continuous learning and documentation.

· Own end\-to\-end product support operations for enterprise customers.

· Manage customer escalations and serve as the primary point of contact for critical production issues.

· Ensure adherence to defined SLAs and timely closure of customer tickets.

· Conduct root cause analysis (RCA) for recurring issues and drive preventive measures.

· Coordinate with customers to understand business requirements, product challenges, and enhancement requests.

· Build long\-term customer relationships by ensuring proactive communication and issue management.

· Troubleshoot complex application, database, networking, Linux, and API\-related issues.

· Support product configuration, deployment, upgrades, and production releases.

· Perform log analysis, SQL data validation, and system diagnostics.

· Coordinate with Development teams for defect analysis and resolution.

· Validate fixes before deployment and monitor production stability.

· Ensure smooth deployment and post\-release support.

· Work closely with Product Management, Development, QA, DevOps, and Infrastructure teams.

· Participate in sprint planning, release planning, and product roadmap discussions.

· Coordinate cross\-functional teams during production incidents.

· Ensure seamless communication between internal teams and customers.

· Define and implement Product Support processes, SOPs, and best practices.

· Improve incident management, escalation management, and change management processes.

· Create and maintain support documentation, knowledge base articles, FAQs, and troubleshooting guides.

· Identify automation opportunities to improve operational efficiency.

· Drive continuous improvement initiatives across support operations.

· Conduct regular customer review meetings.

· Monitor customer satisfaction metrics (CSAT, SLA, Response Time, Resolution Time).

· Prepare MIS reports and dashboards for management.

· Analyze support trends and recommend product improvements.

· Track customer issues, enhancements, and recurring incidents.

• *Preferred Technical Knowledge**

· Linux Administration \& Shell Scripting

· MySQL / SQL Database Management

· API Testing \& Troubleshooting

· Networking Fundamentals (TCP/IP, DNS, VPN, Firewall basics)

· Log Analysis

· Mobile Application Support

· Software Deployment \& Configuration

· Production Support

· Incident Management

· Release Management

• *Required Skills**

· Strong analytical and problem\-solving abilities.

· Excellent verbal and written communication.

· Ability to work under pressure in production environments.

· Strong customer\-centric approach.

· Excellent documentation skills.

· Ability to handle multiple projects simultaneously.

· Strong ownership and accountability.

· Excellent presentation and reporting skills.

· Experience managing enterprise customers.

Pay: ₹40,000\.00 \- ₹50,000\.00 per month

Benefits

• Provident Fund

Work Location: In person