Location Name: Pune Corporate Office - Mantri

Job Purpose

Technology has been established as a business vertical to build and commercialize enterprise-grade, AI-first (or AI-powered) solutions. These solutions are proven at scale within BFL, address real business problems that customers are willing to pay for, and are compliant with relevant regulations. By targeting global customers, the unit aims to achieve self-sufficiency within two years.

Your role is to ensure reliable, timely resolution of all customer issues requiring product expertise – across configurations, integrations, APIs, underlying technologies, and workflows. You serve as the customer's trusted expert, available during their business hours, owning every issue endtoend. When engineering engagement is needed, you proactively drive it – while remaining fully accountable for closure..

In a SaaS Environment, Product Support Goes Beyond Debugging—it Is Product Reliability Delivered Through Customer Obsession. Every Interaction Directly Influences

Customer trust and long-term retention
MTTR and incident response effectiveness
A closed-loop feedback system into product and engineering for durable fixes

This role is not just about resolving issues—it is about deeply understanding customer impact, advocating for their experience, and systematically eliminating root causes to prevent recurrence.

Duties And Responsibilities

A- Minimum required Accountabilities for this role

Technical Support & Issue Resolution
Function as product support (L1/L2), owning resolution of customer tickets and issues involving product configurations, integrations, APIs, and workflows within SLA timelines
Own end-to-end resolution of technical queries including debugging, investigation, and solutioning
Support implementation-related queries requiring product expertise and/or configuration-level changes
Ensure accurate ticket classification, tagging, and documentation for all technical issues
Advanced Troubleshooting & Debugging
Perform advanced troubleshooting using logs, system diagnostics, API responses, and database/query analysis
Identify root causes of issues through structured debugging and investigation approaches
Work on complex, ambiguous issues requiring deep product and system understanding
Incident Management & Reliability
Support management of Sev-1 / critical incidents including war-room coordination, debugging, and progress tracking
Own incident lifecycle tasks including updates, tracking, communication, and closure documentation
Ensure timely resolution and minimize customer/business impact during incidents
Maintain high-quality and transparent communication during ongoing incidents
Engineering Collaboration & Bug Resolution
Identify, troubleshoot, and coordinate resolution of site reliability issues through 24x7 monitoring of product and infrastructure KPIs.
Coordinate resolution of bugs identified in the product in collaboration with Engineering teams
Ensure timely follow-ups and closure of dependencies impacting resolution
Root Cause Analysis & Continuous Improvement
Perform Root Cause Analysis (RCA) for recurring and critical issues with structured documentation
Identify patterns and contribute to long-term fixes, product improvements, and stability enhancements
Ensure all incident learnings and solutions are documented and reusable
Metrics & Quality Adherence
Track and meet support metrics including Resolution Time, MTTR, SLA adherence, and resolution quality
Ensure adherence to defined SOPs, SLAs, escalation protocols, and technical quality standards
Maintain high standards of resolution accuracy and completeness
Operational Excellence & Shift Management
Support shift-level operations including incident tracking, reporting, and status updates
Ensure seamless shift handoffs with complete context, issue status, dependencies, and risks
Maintain operational discipline across all technical support processes

B- Additional Accountabilities Pertaining To The Role

Functional Expectations

Strong analytical skills to resolve complex issues with clear focus on customer impact
Full ownership of issues end-to-end, with proactive customer communication
Ability to stay effective under pressure, minimizing customer disruption| Clear communication across technical and non-technical stakeholders
Focus on root-cause resolution to prevent recurrence
Strong collaboration across Engineering, Product, and Support to drive lasting fixes

Key Decisions / Dimensions

Determine prioritization of issues based on severity, customer impact, and SLA commitments
Decide when to escalate to Engineering vs resolve within support scope
Identify whether an issue is a bug, configuration gap, or usage issue and route accordingly
Define interim workarounds vs waiting for permanent fixes based on impact and timelines
Recommend product or system-level fixes based on recurring issues and RCA findings
Highlight risks, dependencies, and blockers impacting resolution timelines
Decide communication strategy during incidents to ensure clarity without over/under communication

Major Challenges

Operating within strict SLAs that are financial commitments, where misses directly impact the organization
Resolving complex, multi-layered technical issues within constrained timelines
Managing high-pressure Sev1 incidents with speed, accuracy, and control
Balancing rapid resolution with long-term product stability and reliability
Driving effective coordination across multiple teams to achieve timely closure
Ensuring high-quality RCAs that lead to elimination of repeat issues

Maintaining clear, consistent, and trust-building communication with customers during disruptionsOur SLAs are financial commitments, and consistently missing SLAs will result in financial loss to the organization.

Managing and resolving complex, multi-layered technical issues within tight SLAs
Handling high-pressure Sev-1 incidents with speed and accuracy
Balancing short-term fixes with long-term product stability improvements
Coordinating effectively across multiple teams for issue resolution
Ensuring high-quality RCA and preventing repeat issues

Maintaining consistency in customer communication during technical disruptions

Required Qualifications And Experience

Qualifications
Bachelor's degree in Engineering, Computer Science, IT, or related technical field
Work Experience
2-5 years of experience in technical support / product support / L2 support roles, preferably in SaaS or platform-based environments
Proven experience in handling technical customer issues involving LLMs, web, APIs, integrations, and system workflows
Experience in ITIL practices.
Ability to use AI tools, and write prompts for different LLMs.
Experience in debugging using logs, API tools, and database queries
Exposure to incident management and handling Sev-1 / critical production issues
Experience in collaborating with Engineering teams for bug resolution and deployments
Strong understanding of support metrics such as MTTR, Resolution Time, and SLA adherence
Experience in writing RCA documents, runbooks, and technical documentation

Must-Have

Strong debugging and analytical problem-solving skills
Working knowledge of APIs, integrations, and system architectures
Ability to read logs, analyze errors, and identify root causes
Strong understanding of incident management and escalation frameworks
Clear communication skills for explaining technical issues to non-technical users
High ownership mindset with focus on end-to-end resolution
Ability to work in high-pressure, time-sensitive environments and working in shifts

Nice-to-Have (Big Plus)

Experience with cloud environments (AWS / Azure / GCP)
Familiarity with databases (SQL / NoSQL) and basic query writing
Experience in SaaS product environments with multi-tenant architectures
Understanding of CI/CD pipelines and release management processes
Prior experience in scaling support operations or handling high-growth environment

Unit Manager - Technology as a Business/Senior Unit Manager - Technology as a Business