Lead, Product Support
RobloxUser-Generated Content company
Gurugram, IndiaLead
Altimeter Capital
Dragoneer Investment Group
Andreessen Horowitz
Tencent
First Round Capital
Warner Music Group
Operations & StrategyNew
About the role
TL;DR
Lead a product support team, focusing on escalations, reliability, and process improvement.
- •Lead and develop a team focused on product support escalations, reliability, and process improvement.
- •You will mentor specialists, drive operational excellence, and partner with product management to fix issues at the source.
- •Key Responsibilities Manage, coach, and grow a team of Product Support Specialists.
- •Serve as the primary point of contact between the PSS team and Product Support Management (PSM).
- •Co-own the health of product support across domains, identifying trends and driving action.
- •Ensure support content is accurate and up-to-date for support agents.
- •Requirements 8+ years in technical support, product support, or a comparable operational role.
- •Direct people management experience with a track record of developing individuals and teams.
- •Demonstrated track record of independent root cause analysis on complex technical issues.
- •Experience owning incident response for high-severity issues.
- •Excellent written communication skills.
Required skills
PythonSQLCI/CDJiraConfluenceGitLinux
Nice-to-have skills
Product ManagementAWSDockerKubernetes
Tech stack
PythonJavaScriptSQLBashNode.jsReactAWSDockerKubernetesCI/CDJiraConfluenceGitLinuxPostgreSQLMySQLRedisElasticsearchREST API