Product Support Manager
Getinz
- Experience
- 8+ yrs
- Location
- Pune, Maharashtra, Mumbai, Maharashtra, Hyderabad, Telangana
Required skills
- Technical Support
- Product Support
- Healthcare
Nice to have
- REST API
- Service Delivery
- SQL
About the role
Responsibilities
- Hire and train Support Engineers, scaling the India support team.
- Drive knowledge transfer from the U.S. support and product teams, including structured shadow periods for each product ahead of go-live.
- Build support processes, runbooks, and knowledge bases for the India team, covering triage, troubleshooting, and escalation for each product.
- Plan and execute the phase-wise transition of support ownership from the U.S. team to India, with sign-off checkpoints before each product cuts over.
- Own day-to-day ticket triaging and assignment across the team.
- Own ticket resolution and turnaround against SLA, tracking performance and flagging risks early.
- Own escalation management and coordination with other stakeholders.
Ideal Candidate
- 8+ years of experience in technical/product support operations, with 3+ years managing multi-tier support teams, ideally in Healthcare RCM.
- A demonstrated track record of building or scaling offshore support function from an early stage — hiring, training design, and SLA ownership.
- Experience managing phased transitions or migrations.
- Comfort working with U.S. clients and leadership, with strong written and verbal English communication.
- Ability to coach and grow teams while instilling ownership, transparency, and continuous improvement.
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