Manager-Product Support Engineer

Baldor Technologies; Mumbai; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Baldor Technologies in Mumbai is seeking a Manager-Product Support to lead a 24/7 SaaS product support team from our Marol office. You will design support workflows, manage incidents, and drive metrics to ensure service excellence.

The role requires 4+ years in product or customer-facing support for large-scale SaaS platforms, with REST API and debugging proficiency, plus strong leadership and cross-functional collaboration.

Qualifications

• 4+ years of SaaS product or application support experience.
• Strong knowledge of REST APIs and HTTP status codes.
• Experience with log monitoring and analytics tools (Kibana, Grafana, Metabase, Jira).
• Scripting or automation skills (Python, Bash, SQL).
• Excellent written and verbal communication with cross-functional collaboration.

Responsibilities

• Design and optimize support workflows, SOPs, and incident management.
• Oversee tickets, escalations, shift rosters, and knowledge base for 24/7 service.
• Track and report KPIs (SLAs, TAT, CSAT, first response, MTTR) to leadership.
• Collaborate with Product, Engineering and Operations for root-cause analysis.
• Debug production issues and perform log analysis.
• Build automation tools and monitoring to reduce manual toil.
• Lead, mentor, and scale the Product Support team with accountability.
• Set KPIs and run structured training to close skill gaps.

Skills

SaaS support

REST APIs

Log monitoring

Automation scripting

Team management

Cross-functional comms

Education

Bachelor's CS/IT

Tools

Kibana

Grafana

Metabase

Jira

Job description

Role Details:

Designation: Manager-Product Support

Location: Marol,Andheri East,Mumbai

Work from office

5 days working

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 Bachelors 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

1. 4+ years of SaaS Product/Application Support experience
2. REST API & HTTP status code proficiency
3. Log monitoring & metrics expertise (Kibana, Grafana, Metabase, Jira)
4. Scripting & automation skills (Python, Bash, SQL)
5. Team management & KPI/roster tracking experience
6. 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