Lead - Product Support

Engineering Ahmedabad, Gujarat


As a Product Support Lead, you will be owning responsibility for providing functional, technical and configuration support to all cases for the product and meet the SLAs.


Job Responsibilities :


  • Closely work with development, QA and Product Owner on Improvements/Bugs.
  • Handle customer cases and escalations. Prompt and responsive approach to customer situations.
  • Ensuring all the customer cases/communication is proper and SLAs are met.
  • Mentoring team, guiding them on approaches, review the solutions that are being provided.
  • Understanding and demonstrating customer needs to the product owner.
  • Should have experience of handling a team and build strong team for future.
  • Create, reviewing and maintaining knowledge articles.
  • Review Help Guides and create important documentation for customers.
  • Work with Product Owner to test the features part of release and prepare release notes.
  • Communicate customer about announcements/downtime.
  • Keep up-to-date with all QMetry products and its enhancements.
  • Help Sales/Marketing on customer queries and information needed.
  • Giving demos/trainings to customers on technical/functional front.
  • Assist customer with product/data migrations.


Key Qualifications :


  • Excellent communication, interpersonal, presentation skills.
  • Strong problem-solving & triage skills.
  • Knowledge of Testing Process, SDLC.
  • Should have experience of working with ticketing tools, Atlassian Suite (Jira, Confluence).
  • Know-how of  SQL, Linux.
  • Basic understanding of API’s.
  • Basic understanding of Automation Frameworks and tools.
  • Basic know-how about Agile Practices.
  • Basic understanding of CI/CD tools.
  • Overall 6 years of experience in Support.