Manager - Product Support

IDfy; Mumbai; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

IDfy in Mumbai seeks a Senior Product/Application Support Lead to design and optimize 24/7 support processes, supervise a growing team, and drive SLA/CSAT improvements. You will own incident management, root-cause analysis, and automation initiatives while coordinating with Product, Engineering, and Operations to minimize downtime.

The role requires 4+ years in SaaS support, strong API and debugging skills, and proven team leadership with KPI tracking.

Qualifications

• 4+ years of SaaS product/application support experience.
• REST API & HTTP status code proficiency.
• Log monitoring & metrics experience with Kibana, Grafana, Metabase, Jira.
• Scripting & automation skills (Python, Bash, SQL).
• Team management and KPI/roster tracking experience.
• Strong communication & cross-functional management skills.

Responsibilities

• Designing, implementing, and optimizing support workflows, SOPs, and incident management frameworks.
• Overseeing ticket handling, escalations, shift rosters, and knowledge base documentation for 24/7 service standards.
• Tracking, analyzing, and reporting KPIs (SLAs, TAT, CSAT, MTTR) to leadership.
• Root-cause analysis with Product, Engineering, and Operations.
• Debugging and contributing to production troubleshooting and log analysis.
• Building automation tools and monitoring frameworks to reduce toil.
• Leading and mentoring the Product Support team and driving training.

Skills

SaaS product support

REST APIs

Log monitoring

Automation scripting

Team management

Cross-functional communication

Education

Bachelor’s degree in Computer Science or Information Technology

Tools

Kibana

Grafana

Metabase

Jira

Job description

Job Description:

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

• 4+ years of SaaS Product/Application Support experience
• REST API & HTTP status code proficiency
• Log monitoring & metrics expertise (Kibana, Grafana, Metabase, Jira)
• Scripting & automation skills (Python, Bash, SQL)
• Team management & KPI/roster tracking experience
• Strong communication & cross-functional management skills

Good to Have

• Experience in large-scale B2B/B2C SaaS platforms
• Strong root-cause analysis & incident response framework background
• Degree from a Tier-1/Tier-2 institute