Product Support Manager

Role overview

Product Support Manager at Conviva

Responsibilities

• You will manage a team of Product Support Engineers, own the regional support operations, and serve as the primary escalation point for complex customer issues.
• Lead, mentor, and develop a team of Support Engineers.
• 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.
• Build and execute training plans that develop technical depth and product knowledge across the team.
• Help your engineers work smarter, investigate faster, and consistently do more with less manual effort.

Employment details

• Location: Bengaluru [India]

About the employer

• Conviva is the experience analytics platform for AI agents, apps, and streaming.
• With full-census, real-time, stateful analytics, Conviva shows what consumers actually experience, not just whether systems are running, and connects that experience to revenue, retention, and risk.
• Learn more at conviva.ai and follow the company on LinkedIn and YouTube .

Additional role details

• Conviva pioneered quality of experience measurement for streaming video and has supported live digital experiences across 20 Super Bowls, 10 Olympic Games, and five FIFA World Cup tournaments.
• We are looking for a Product Support Manager to lead our Bengaluru support team.
• This is a hands-on leadership role: you stay close to the work, understand the product deeply, and set a standard that your team wants to live up to.
• You will report to the Global Head of Support based in the US and operate with a high degree of ownership and independence.
• What success looks like:
• 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.
• Define and track team performance metrics.
• Identify process gaps and implement improvements that raise the bar on resolution quality, response time, and customer satisfaction.
• Establish subject matter experts within the team over time.
• Champion the use of AI tools and modern workflows within the team.
• 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.
• 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.