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Product Support Manager




Job Description

• 5 – 10 years of experience in Client Support , Product Maintenance & Support
• Strong technical experience in Unix/Linux, Shell scripting, Server Management for REAL suite of products
• Own and execute both reactive and proactive maintenance activities on production environments
• Work and resolve reported product and production issue
• Work on incident tickets raised on REAL Suite of products and resolve them by adhering to support SLA.
• Own and execute day-to-day operations including scheduled and adhoc maintenance of the production system
• Contribute to efficiency and effectiveness of the business through excellence in execution
• Achieve career growth and professional development by building individual and team capability
• Be an advocate of change to improvise operations and business continuously
• Work closely with product engineering teams on technical design issues and product changes
• Drive efforts to improve Support SLA for supported products


Key Requirements

• Must possess strong problem solving capability and troubleshooting skills
• Strong hands-on experience on Unix shell scripting
• Configuring Apache, openvpn, proxy on ubuntu machines
• Strong knowledge of Networking.
• Experience in performance tuning & resolving production issues on application servers, network and/or database servers
• Understanding of the large scale server side deployment architecture. Exposure to server clusters and scalability issue
• Exposure to working on high volume data driven applications
• Ability to quickly learn and stay current with new technologies, product features and their architecture
• Ability to work in a high-paced dynamic environment with broad level requirements, deadlines, pressures etc
• Need to have excellent communication and cross-boundary collaboration skills
• Ability to manage team of support engineers effectively and bring out the best performance
• Highly motivated, a Go-Getter who needs very little or no supervision


Operational Skills

• Effectively communicate status, metrics and issues on a regular basis
• Act as mentor and role model for support engineers; provide direction to others, review solutions and articles
• Actively participate in knowledge sharing and knowledgebase creation
• Develop technical knowledge base of repeated and complex issues
• Understand business issues and technical problems, and come up with smart, solutions for the same
• Manage customer escalations and recognize when to solicit additional help
• Participate in highest-level technical discussions with product teams to resolve product issues and represent customer segments. Focus is on future need
• Demonstrate ability to recover from dissatisfied-customer situations in collaboration with the manager
• Participate in product releases through release document review, deployment, setting up and configuring environments
• Participate in architecting and deployment of new features in the product
• Continuously contribute to product enhancement both from business and technical perspectives


Education & Experience

• Bachelor degree in Engineering from reputed colleges with 5 – 8 years of experience in Client Support, Product Maintenance & Support
• Should have managed client support for a minimum of 5 – 6 clients
• Should have handled a team of 10 – 15 field support engineers
• Thorough knowledge in RDBMS concepts and working experience with one or more RDBMS technologies
• Extensive experience in Unix/Linux environment (RHEL would be advantageous)
• Experience in a Product development company, preferably from education industry


Compensation: Industry leading compensation


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