Product Support Manager

Who Are We Looking For?
We are seeking an experienced Support Manager to build and lead our India-based product support organization for the Clinical and Patient software portfolio.
This is a build role: the Manager will stand up a new support team, absorb work migrating from the U. S. team as products transition offshore in phases, and own SLA and resolution performance throughout.
The ideal candidate brings strong support/service-delivery leadership in healthcare technology or SaaS, experience scaling an offshore team from the ground up, and comfort operating inside a phased, compliance-gated transition.
Responsibilities
Hire and train Support Engineers, scaling the India support team.
Drive knowledge transfer from the U. S. support and product teams, including structured shadow periods for each product ahead of go-live.
Build support processes, runbooks, and knowledge bases for the India team, covering triage, troubleshooting, and escalation for each product.
Plan and execute the phase-wise transition of support ownership from the U. S. team to India, with sign-off checkpoints before each product cuts over.
Own day-to-day ticket triaging and assignment across the team.
Own ticket resolution and turnaround against SLA, tracking performance and flagging risks early.
Own escalation management and coordination with other stakeholders.
Ideal Candidate
8+ years of experience in technical/product support operations, with 3+ years managing multi-tier support teams, ideally in Healthcare RCM.
A demonstrated track record of building or scaling offshore support function from an early stage hiring, training design, and SLA ownership.
Experience managing phased transitions or migrations.
Comfort working with U. S. clients and leadership, with strong written and verbal English communication.
Ability to coach and grow teams while instilling ownership, transparency, and continuous improvement.

Skills
Technical Support, SLA, L3 Support, APIs, Service Delivery, SQL, IT Support

Experience
8-12 yrs