Product Support Manager

Weekday AI; Mumbai; On-site; INR 1,400,000 - 2,800,000; Full time

Job summary

Weekday AI is seeking a Support Manager to build, lead, and scale an India-based product support organisation for a portfolio of clinical and patient-focused healthcare technology solutions. This role operates in a fast-moving SaaS environment and requires strong expertise in technical support, SLA management, knowledge management, escalation handling and phased support transitions.

The ideal candidate will have a proven track record of establishing offshore support teams and maintaining high

Qualifications

• 8+ years of experience in technical or product support, SaaS service delivery, or support operations.
• 3+ years of experience managing multi-tier support teams.
• Experience with healthcare technology SaaS or Healthcare RCM preferred.
• Proven track record of building or scaling offshore support teams.
• Strong skills in SLA management, ticket resolution, turnaround time, escalation management and service quality.

Responsibilities

• Build and scale the India-based technical and product support organisation.
• Hire, onboard, train, and develop Support Engineers and other support professionals.
• Define team structures, roles, responsibilities, workflows, and operational processes.
• Plan and execute knowledge transfer from U.S.-based support and product teams.
• Lead phased transitions of support ownership from the U.S. team to India.
• Own escalation management and coordinate with Product, Engineering, QA, and other stakeholders.
• Develop reporting and dashboards to track support performance and health.

Skills

Technical support

SaaS support

Service delivery

SLA management

Team building

Knowledge management

Escalation handling

Offshore support

Job description

This role is for one of the Weekly's clients

Salary range: Rs 1400000 - Rs 2800000 (ie INR 14-28 LPA)

Experience: 8+ yrs

Location: Mumbai, Pune, Hyderabad

Job Type: Full-time

We are looking for an experiencedSupport Managerto build, lead, and scale an India-based product support organisation for a portfolio ofClinical and Patient-focused healthcare technology solutions.

This is a build-and-scale leadership role requiring strong expertise intechnical support, SaaS service delivery, team building, SLA management, knowledge management, escalation handling, and phased support transitions. The ideal candidate will have a proven track record of establishing offshore support teams and maintaining high service standards throughout complex product migrations.

Key Responsibilities

• Build and scale the India-basedtechnical and product support organisation.
• Hire, onboard, train, and develop Support Engineers and other support professionals.
• Define team structures, roles, responsibilities, workflows, and operational processes.
• Plan and execute structured knowledge transfer from U.S.-based support and product teams.
• Establish product-specificshadowing, training, readiness, and go-live processes.
• Lead phased transitions of support ownership from the U.S. team to India.
• Define clear transition milestones, readiness criteria, and sign-off checkpoints before each product cutover.
• Develop and maintain supportrunbooks, knowledge bases, troubleshooting guides, SOPs, and escalation procedures.
• Own day-to-day ticket triage, prioritisation, routing, and assignment across the support team.
• Monitor ticket resolution, turnaround time, backlog, SLA compliance, and service-quality metrics.
• Identify SLA risks and operational bottlenecks early and drive timely corrective action.
• Own escalation management and coordinate with Product, Engineering, Development, QA, and other stakeholders.
• Establish reporting and dashboards to track support performance and operational health.
• Coach and mentor support engineers and develop a strong culture of accountability and continuous improvement.
• Identify opportunities to improve support processes, automation, documentation, knowledge sharing, and customer experience.
• Maintain strong communication with U.S.-based clients, leadership teams, and stakeholders during transitions and ongoing operations.
• Ensure support operations follow applicable healthcare technology, security, privacy, and compliance requirements.

What Makes You a Great Fit

• 8+ years of experiencein technical support, product support, SaaS support, service delivery, or support operations.
• 3+ years of experience managing multi-tier technical or product support teams.
• Experience inhealthcare technology, healthcare SaaS, or Healthcare RCMis highly preferred.
• Proven track record ofbuilding or scaling an offshore support organisation from the ground up.
• Strong experience hiring, onboarding, training, coaching, and developing support teams.
• Demonstrated ownership ofSLA management, ticket resolution, turnaround time, escalation management, and service quality.
• Experience managingphased product transitions, migrations, or offshore support handovers.
• Strong understanding of support operations, ticketing workflows, triage, troubleshooting, escalation, and knowledge management.
• Experience working with U.S.-based clients, support teams, and leadership stakeholders.
• Excellent written and verbalEnglish communication skills.
• Strong stakeholder-management and cross-functional collaboration abilities.
• Ability to operate effectively in a structured, compliance-driven, and transition-focused environment.
• Strong analytical and problem-solving skills with a focus on service performance and continuous improvement.
• Hands-on leadership style with the ability to build trust, accountability, transparency, and ownership within teams.
• Ability to manage multiple products, priorities, stakeholders, and transition milestones simultaneously.