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ansrsource Logo ansrsource · IT - Administration

Product Support Lead

India, Bangalore · Job Posted December 19, 2025
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Job Description

We are seeking a Product Support Lead to establish and manage our product support function. This is a mid-level, hands-on role for someone with strong operational support experience, who can handle client-facing issues while building the foundation for a scalable support team. Initially an individual contributor role, the Product Support Lead will grow into managing a small team (2–4 support engineers/agents). The role requires ensuring timely issue resolution, meeting SLAs, and delivering exceptional customer experience through structured processes and clear communication.

Job Responsibility

  • Own the product support function, serving as the primary contact for client-reported issues
  • Manage ticket lifecycles including intake, triage, resolution, escalation, and closure
  • Monitor SLAs and ensure compliance with client expectations
  • Establish and refine support processes, workflows, and knowledge bases
  • Communicate clearly and consistently with clients on issue status, resolution timelines, and next steps
  • Provide professional, empathetic, and solution-focused support in all client interactions
  • Escalate critical issues internally while managing client expectations effectively
  • Collaborate with Engineering Lead, DevOps Lead, and Testing Lead to resolve complex client issues
  • Provide structured feedback to product and engineering teams based on recurring client problems
  • Track and report on issue trends to inform product improvements
  • Lay the groundwork for building a scalable product support team
  • Mentor junior support team members as the function grows
  • Define support SLAs, KPIs, and reporting practices to ensure operational excellence

Requirements

  • 2–4 years of professional experience in technical or product support roles
  • Strong knowledge of ticket handling, SLA management, and issue triage processes
  • Experience with modern support/ticketing systems (e.g., Zendesk, Freshdesk, Jira Service Management, or similar)
  • Ability to troubleshoot issues across web applications, APIs, and integrated systems
  • Excellent client-facing communication and problem-solving skills
  • Strong sense of ownership, urgency, and accountability
  • Prior experience in a SaaS or product-driven company preferred
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