Product Support Manager

BuildxPartners; India; On-site; INR 2,500,000 - 5,000,000; Full time

Job summary

BuildxPartners is partnering with a US healthcare technology firm to build and lead an India-based product support organization for clinically-focused software. The role is to stand up a new team, migrate work from the US, and own SLA and resolution performance through phased offshore transition.

The ideal candidate has 8+ years in technical/product support, 3+ years managing multi-tier teams in Healthcare RCM or SaaS, and strong English communication to work with US clients and leadership.

Qualifications

• 8+ years of experience in technical/product support operations.
• 3+ years managing multi-tier support teams, ideally in Healthcare RCM or SaaS.
• Experience building or scaling offshore support functions from an early stage.

Responsibilities

• Hire and train Support Engineers, scaling the India support team.
• Drive knowledge transfer from the U.S. support and product teams with structured shadow periods for each product ahead of go-live.
• Build support processes, runbooks, and knowledge bases for the India team, covering triage, troubleshooting, and escalation for each product.
• Plan and execute the phase-wise transition of support ownership from the U.S. team to India, with sign-off checkpoints before each product cut over.
• Own day-to-day ticket triaging and assignment across the team.
• Own ticket resolution and turnaround against SLA, tracking performance and flagging risks early.
• Own escalation management and coordination with other stakeholders.

Skills

Support leadership

Healthcare SaaS

Offshore scaling

English communication

SLA ownership

Job description

BuildxPartners is a global talent solutions firm delivering end-to-end recruitment and workforce solutions across industries and geographies.

BuildxAlpha – Executive & Leadership Search Focused on C-suite, board, and global executive hiring.

BuildxSigma – Comprehensive Talent Across Levels Covering junior, mid-level, and senior professionals.

BuildxGCC – Global Capability Center Solutions Specializing in Build, Operate, Transfer (BOT) model for Global Capability Centers, GCC supports companies in setting up, scaling, and transferring GCCs.

Job Description

Hiring for Our Client

Our client is revolutionizing the U.S. healthcare revenue cycle market by blending cutting-edge AI with human expertise. Since 2011, they’ve grown rapidly, partnering with over 200 healthcare providers, including top-tier hospitals and diagnostic labs.

Who Are We Looking For?

We are seeking an experienced Support Manager to build and lead our India-based product support organization for the Clinical and Patient software portfolio.

This is a build role: the Manager will stand up a new support team, absorb work migrating from the U.S. team as products transition offshore in phases, and own SLA and resolution performance throughout.

The ideal candidate brings strong support/service-delivery leadership in healthcare technology or SaaS, experience scaling an offshore team from the ground up, and comfort operating inside a phased, compliance-gated transition.

Responsibilities

• Hire and train Support Engineers, scaling the India support team.
• Drive knowledge transfer from the U.S. support and product teams, including structured shadow periods for each product ahead of go-live.
• Build support processes, runbooks, and knowledge bases for the India team, covering triage, troubleshooting, and escalation for each product.
• Plan and execute the phase-wise transition of support ownership from the U.S. team to India, with sign-off checkpoints before each product cuts over.
• Own day-to-day ticket triaging and assignment across the team.
• Own ticket resolution and turnaround against SLA, tracking performance and flagging risks early.
• Own escalation management and coordination with other stakeholders.

Ideal Candidate

• 8+ years of experience in technical/product support operations, with 3+ years managing multi-tier support teams, ideally in Healthcare RCM.
• A demonstrated track record of building or scaling offshore support function from an early stage — hiring, training design, and SLA ownership.
• Experience managing phased transitions or migrations.
• Comfort working with U.S. clients and leadership, with strong written and verbal English communication.
• Ability to coach and grow teams while instilling ownership, transparency, and continuous improvement.