Manager, Customer Support

Manager, Customer Support

We are seeking an experienced and technically astute Supportability Manager – Product Support Engineering. This critical role serves as the primary interface between our customer-facing Product Support teams and our Engineering/Product teams. The position demands a blend of deep technical analysis, strong cross-functional collaboration, and customer empathy. You will lead a team of supportability engineers with extensive domain knowledge, who are responsible for root cause analysis, reproducing complex issues, and providing crucial insights to Engineering and Product teams for sustainable fixes and product enhancements.

What You Will Be Doing

• Lead the supportability function, managing escalated technical issues that require in-depth analysis.
• Bridge the gap between Technical Product Support (L1–L3) and Engineering/Product, ensuring a timely, accurate, and complete information flow.
• Take ownership of Root Cause Analysis (RCA) and post-mortem reports for complex customer issues and escalations.
• Collaborate with Engineering to influence bug prioritization, technical debt resolution, and product enhancements based on customer pain points.
• Maintain a robust feedback loop with Product Management, highlighting recurring issues and advocating for roadmap adjustments.
• Ensure a consistent process for the reproduction, debugging, and documentation of critical issues, facilitating knowledge transfer to both Support and Engineering teams.
• Recruit, mentor, and manage a high-performing supportability team with strong technical acumen across Saviynt's modules.
• Define and monitor key metrics for case handling, resolution time, and inter-team hand-offs.
• Contribute to automation and tooling initiatives aimed at improving productivity and reducing Mean Time To Resolution (MTTR).
• Serve as the escalation point for high-severity or sensitive cases, working directly with Customer Support Leadership and Engineering stakeholders.

What You Bring

• 10+ years of experience in Technical Support, Product Engineering, or similar customer-facing technical roles, with a preference for experience in SaaS, Identity Governance, or Cybersecurity domains.
• Strong understanding of Saviynt architecture or comparable IGA/PAM platforms. Proven experience managing or leading technical teams focused on supportability or sustaining engineering.
• Exposure to enterprise customer environments (cloud, hybrid, on-prem) and the ability to navigate complex architectures.
• Understanding of debugging, log analysis, performance troubleshooting, and root cause identification.
• Excellent communication skills for engaging with internal stakeholders, including Engineering, Product Managers, Support teams, and Customers.
• Demonstrated ability to effectively manage priorities across multiple high-impact issues under pressure.
• Experience with tools such as JIRA, Confluence, Splunk, Datadog, and Postman is a plus.
• Bachelor’s degree in Computer Science, Engineering, or a related technical field. A Master’s degree is preferred.

Work Model

• This is a Hybrid role, requiring a minimum of 3 days per week in the office (Bangalore office).
• Flexibility for occasional extended hours during critical customer escalations or product releases.

Why Join Us?

Regards, Primula