Role: We are looking for an experienced and customer-focused Product Support Manager to lead our support operations for our enterprise-grade IT product. You will be responsible for ensuring seamless issue resolution, maintaining high customer satisfaction, and optimizing support processes across multiple client accounts.

Job Description: Lead and manage the end-to-end product support lifecycle for enterprise clients. Oversee a team of support executives and manage day-to-day support operations.

• Participate in product releases, UATs, and change management processes to ensure support readiness
• Serve as an escalation point for critical technical issues and ensure timely resolution.
• Analyse support trends and drive improvements in product stability, knowledge base, and service quality.
• Manage SLAs, KPIs, and customer communication during incidents and major outages.
• Create and maintain support documentation, FAQs, and troubleshooting guides.

• Behavioral Competencies: 6–10 years of experience in product/technical support for enterprise software or SaaS products. Strong communication and stakeholder management skills. Proven experience managing support teams and handling enterprise customers. Strong understanding of enterprise IT environments (e.g., databases, cloud infrastructure, APIs, integrations). Excellent analytical, problem-solving, and conflict resolution skills.

Work Location: Vikhroli, Mumbai

Education: MBA/PG Degree

Email Contact: siddhesh.waman@envecon.com

Envecon Group is an equal opportunity employer and values diversity in the workplace. We encourage candidates from all backgrounds to apply