Technical Product Support Manager

About Mple.AI

Mple.ai is an AI-powered sales training platform for enterprises, designed to deliver scalable,

measurable, and impactful training through role-plays and AI-driven evaluations.

Our platform allows enterprises to create custom simulations or use pre-built templates,

making training more relevant, effective, and impactful. With mple.ai, companies streamline

training, improve communication, and empower teams to sell smarter and faster.

Why This Role Matters

As a Technical Product Support Manager, you will be responsible for ensuring seamless

product adoption and a high-quality support experience for our customers. You will act as

the primary bridge between customers and internal teams, handling technical queries,

troubleshooting product issues, managing support processes, and representing the

customer's voice internally.

This is a hands-on role that blends technical understanding, customer communication, and

support process ownership, ideal for someone who enjoys problem-solving and improving

customer experience in a SaaS environment.

Key Responsibilities

Serve as the first point of contact for customer product queries via email, chat, and

calls.

Troubleshoot common SaaS product issues including login/access, feature usage, and

configuration errors.

Own and manage support tickets end-to-end, ensuring timely resolution in line with

defined SLAs.

Diagnose and document complex issues, escalating them to engineering or product

teams when required.

Collaborate closely with Customer Success Managers to support customer

onboarding and ongoing adoption.

Maintain and regularly update customer-facing documentation, FAQs, and

knowledge base articles.

Gather customer feedback, recurring issues, and feature requests; share actionable

insights with product and engineering teams.

Ensure a consistent, professional, and high-quality support experience for enterprise

customers.

Contribute to improving support workflows, processes, and response standards.

What We're Looking For

Bachelor's degree in Engineering, Computer Science, Information

Technology, or a related technical field (preferred).

Minimum 2 years of experience in SaaS product support, technical support, or a

similar customer-facing technical role.

Strong analytical and troubleshooting skills with a structured problem-solving

approach.

Ability to quickly understand product workflows and explain them clearly

What You Get

Direct mentorship and collaboration with founders

Opportunity to work on cutting-edge a AI product

High ownership and rapid career growth in a zero-bureaucracy environment

Other Details

Location: Mulund, Mumbai

Work Mode: Onsite

Work Week: 5 days (MondayFriday)

Type: Full-time

Experience: 2 years