# Product Support Manager

> Weekday AI · Mumbai, India · Full-time · Posted 2026-10-05

**Salary:** INR 1,400,000–2,800,000

**Workplace:** on_site

**Department:** Weekday's Client via platform

## Description

𝗧𝗵𝗶𝘀 𝗿𝗼𝗹𝗲 𝗶𝘀 𝗳𝗼𝗿 𝗼𝗻𝗲 𝗼𝗳 𝘁𝗵𝗲 𝗪𝗲𝗲𝗸𝗱𝗮𝘆'𝘀 𝗰𝗹𝗶𝗲𝗻𝘁𝘀

𝗦𝗮𝗹𝗮𝗿𝘆 𝗿𝗮𝗻𝗴𝗲: 𝗥𝘀 𝟭𝟰𝟬𝟬𝟬𝟬𝟬 - 𝗥𝘀 𝟮𝟴𝟬𝟬𝟬𝟬𝟬 (𝗶𝗲 𝗜𝗡𝗥 𝟭𝟰-𝟮𝟴 𝗟𝗣𝗔)

Experience: 8+ yrs

Location: Mumbai, Pune, Hyderabad

Job Type: Full-time

We are looking for an experienced **Support Manager** to build, lead, and scale an India-based product support organisation for a portfolio of **Clinical and Patient-focused healthcare technology solutions**.

This is a build-and-scale leadership role requiring strong expertise in **technical support, SaaS service delivery, team building, SLA management, knowledge management, escalation handling, and phased support transitions**. The ideal candidate will have a proven track record of establishing offshore support teams and maintaining high service standards throughout complex product migrations.

## Requirements

Key Responsibilities

-   Build and scale the India-based **technical and product support organisation**.
-   Hire, onboard, train, and develop Support Engineers and other support professionals.
-   Define team structures, roles, responsibilities, workflows, and operational processes.
-   Plan and execute structured knowledge transfer from U.S.-based support and product teams.
-   Establish product-specific **shadowing, training, readiness, and go-live processes**.
-   Lead phased transitions of support ownership from the U.S. team to India.
-   Define clear transition milestones, readiness criteria, and sign-off checkpoints before each product cutover.
-   Develop and maintain support **runbooks, knowledge bases, troubleshooting guides, SOPs, and escalation procedures**.
-   Own day-to-day ticket triage, prioritisation, routing, and assignment across the support team.
-   Monitor ticket resolution, turnaround time, backlog, SLA compliance, and service-quality metrics.
-   Identify SLA risks and operational bottlenecks early and drive timely corrective action.
-   Own escalation management and coordinate with Product, Engineering, Development, QA, and other stakeholders.
-   Establish reporting and dashboards to track support performance and operational health.
-   Coach and mentor support engineers and develop a strong culture of accountability and continuous improvement.
-   Identify opportunities to improve support processes, automation, documentation, knowledge sharing, and customer experience.
-   Maintain strong communication with U.S.-based clients, leadership teams, and stakeholders during transitions and ongoing operations.
-   Ensure support operations follow applicable healthcare technology, security, privacy, and compliance requirements.

What Makes You a Great Fit

-   **8+ years of experience** in technical support, product support, SaaS support, service delivery, or support operations.
-   **3+ years of experience managing multi-tier technical or product support teams**.
-   Experience in **healthcare technology, healthcare SaaS, or Healthcare RCM** is highly preferred.
-   Proven track record of **building or scaling an offshore support organisation from the ground up**.
-   Strong experience hiring, onboarding, training, coaching, and developing support teams.
-   Demonstrated ownership of **SLA management, ticket resolution, turnaround time, escalation management, and service quality**.
-   Experience managing **phased product transitions, migrations, or offshore support handovers**.
-   Strong understanding of support operations, ticketing workflows, triage, troubleshooting, escalation, and knowledge management.
-   Experience working with U.S.-based clients, support teams, and leadership stakeholders.
-   Excellent written and verbal **English communication skills**.
-   Strong stakeholder-management and cross-functional collaboration abilities.
-   Ability to operate effectively in a structured, compliance-driven, and transition-focused environment.
-   Strong analytical and problem-solving skills with a focus on service performance and continuous improvement.
-   Hands-on leadership style with the ability to build trust, accountability, transparency, and ownership within teams.
-   Ability to manage multiple products, priorities, stakeholders, and transition milestones simultaneously.

## Apply

[Apply at Weekday AI](https://apply.workable.com/weekday-1/j/FF4A765638/apply)

---
Powered by [Workable](https://www.workable.com)