Manager - Product Support

IDfy

Required skills

Website: idfy.com
Job details:
Here's What Your Day Would Look Like...

Designing, implementing, and optimizing support workflows, SOPs, and application-side incident management frameworks
Overseeing ticket handling, escalations, shift rosters, and knowledge base documentation to maintain 24/7 service standards
Tracking, analyzing, and reporting key performance metrics (SLAs, TAT, CSAT, first-response times, MTTR) to senior leadership
Identifying recurring application/infrastructure issues and collaborating with Product, Engineering, and Operations teams for root-cause resolution
Debugging and actively contributing to complex production troubleshooting and log analysis
Building automation tools and monitoring frameworks to eliminate manual interventions and toil
Leading, mentoring, and scaling the Product Support team while fostering accountability, urgency, and technical rigor
Setting KPIs, conducting regular performance reviews, and addressing skill gaps through structured training

We are the perfect match if you...

Hold a Bachelor’s degree in Computer Science, Information Technology, or a related engineering field (preferably from a Tier-1/Tier-2 institute)
Have 4+ years of relevant experience in product, application, or customer-facing technical support for large-scale B2B or B2C SaaS platforms
Possess a strong working knowledge of REST APIs, HTTP response status codes, and application debugging
Have a proven ability to systematically troubleshoot and resolve complex production incidents
Bring hands-on experience with log monitoring, metrics, and ticketing tools (Kibana, Grafana, Metabase, Jira)
Have scripting or automation experience (Python, Bash, SQL) to streamline operational workflows
Demonstrate strong written and verbal communication skills with a track record of cross-functional stakeholder management

Must Have

Good to Have

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