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The Emmes Company - Lead Product Support Analyst
EMMES SERVICES PVT LTDBangalore10 days ago
Job descriptionIdentify and drive process improvements for faster and more consistent issue resolution. Analyze support trends and user pain points to provide actionable feedback to product and engineering teams. Train and support Tier 1 Helpdesk agents with onboarding, product knowledge, and resolution workflows. Interface directly with customers as needed to resolve escalations or gather critical context. Assist in maintaining and expanding user documentation and knowledge base content, Contribute to or define support SLAs and KPIs, and ensure accountability for response and BS in engineering, computer science, information systems or management. 8 -12 years of experience in software product support, ideally within a SaaS or technology At least 3 years of previous people management experience within customer support. Proven leadership and mentoring skills with a track record of managing or guiding customer support teams at SaaS companies. Strong analytical and problem-solving skills; able to troubleshoot, reproduce, and document complex issues. Excellent communication skills (written and verbal) with the ability to interface effectively with users, executives, and cross-functional teams. High level of proactivity and ownership; ability to drive issues to closure without needing direction. Experience working in fast-paced environments with tight SLAs and high customer expectations. Fluency with support tools (Zendesk, Jira, Confluence, etc.) Comfort with interpreting logs, basic technical workflows, and business logic. Experience supporting healthcare, life sciences, or regulated software is a plus. Experience writing or editing knowledge base articles or user-facing support content. Exposure to product lifecycle processes or Agile / Scrum environments
Responsibilities :
- Own and manage the Tier 2 product support function, overseeing issue triage, resolution, and escalation to Tier 3 (product & engineering).
- Manage, coach, and mentor a small team of Tier 2 Product Support Analysts.
- Act as the primary escalation point for complex product issues and customer incidents.
- Work cross-functionally with product management and engineering to prioritize and resolve
systemic issues.
including curating and refining AI-powered Q&A tools and content recommendations.
resolution time targets.
Qualifications Education and Experience :
company.
Required Skills / Abilities :
Preferred Experience And Skills :
(ref : hirist.tech)
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Product Lead • Bangalore
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