Product Support Manager

Conviva is the experience analytics platform for AI agents, apps, and streaming. Conviva pioneered quality of experience measurement for streaming video and has supported live digital experiences across 20 Super Bowls, 10 Olympic Games, and five FIFA World Cup tournaments. With full-census, real-time, stateful analytics, Conviva shows what consumers actually experience, not just whether systems are running, and connects that experience to revenue, retention, and risk. We are looking for a Product Support Manager to lead our Bengaluru support team. You will manage a team of Product Support Engineers, own the regional support operations, and serve as the primary escalation point for complex customer issues. This is a hands-on leadership role: you stay close to the work, understand the product deeply, and set a standard that your team wants to live up to. You will report to the Global Head of Support based in the US and operate with a high degree of ownership and independence. What success looks like: • Lead, mentor, and develop a team of Support Engineers. Run regular 1:1s, set clear goals, identify growth opportunities, and build a team culture where accountability and continuous learning are the norm. • Serve as the technical and operational leader for the India support team. You are in the product, understand how data flows end-to-end, and bring genuine technical depth to complex escalations and investigations. • Own customer escalations and case management end-to-end. Ensure issues are investigated thoroughly, resolved efficiently, and communicated clearly at every step via Salesforce and JIRA. • Drive cross-functional collaboration with Engineering and Product to resolve complex issues, identify recurring patterns, and turn customer signals into product improvements. • Define and track team performance metrics. Identify process gaps and implement improvements that raise the bar on resolution quality, response time, and customer satisfaction. • Build and execute training plans that develop technical depth and product knowledge across the team. Establish subject matter experts within the team over time. • Champion the use of AI tools and modern workflows within the team. Help your engineers work smarter, investigate faster, and consistently do more with less manual effort. • Coordinate operational responsibilities including incident communication, release validation, maintenance windows, and SLA management. • Partner with the Global Head of Support to align priorities, flag risks early, and ensure the India team is well-integrated into the broader global support organization. Who You Are and What You’ve Done: • A proven people manager with 7 or more years in technical support or customer engineering in a SaaS environment, including at least 2 years managing a team of engineers. • You lead by example, stay technically engaged, and are not comfortable sitting above the work when your team needs help. • Technically curious. You want to understand how things work at a system level, not just the layer directly in front of you, and you bring that same curiosity to your team. • A strong communicator and action-oriented. You find solutions, move through ambiguity, and keep things moving even when the path forward is not obvious. • Customer-focused. You treat customer escalations with urgency and bring the same energy to building long-term trust as you do to solving immediate problems. • Experienced with Salesforce and JIRA for case management, escalation tracking, and team operations. • Comfortable with scripting, SQL, or API-based debugging at a working level. Enough to earn technical credibility with your team and contribute meaningfully during complex investigations. • Familiar with AI tools and how to use them to