SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Conviva is an Operational Data Platform that helps enterprises understand and optimize digital customer experiences in real-time. The company serves industry leaders like Disney, NBC, and the NFL, combining user actions with system responses to deliver AI-powered insights into customer experience and engagement.
You will lead the Bengaluru support team as Product Support Manager, managing a team of Product Support Engineers and owning regional support operations. This is a hands-on leadership role where you stay technically engaged and serve as the primary escalation point for complex customer issues. You will report to the Global Head of Support (US-based) and operate with significant autonomy.
Key responsibilities include:
- Lead, mentor, and develop your support team through regular 1:1s, goal-setting, and fostering a culture of accountability and continuous learning
- Serve as technical and operational leader for the India team, understanding product architecture and data flows end-to-end
- Own customer escalations and case management, ensuring thorough investigation, efficient resolution, and clear communication via Salesforce and JIRA
- Drive cross-functional collaboration with Engineering and Product to resolve complex issues and translate customer signals into product improvements
- Define and track team performance metrics (resolution quality, response time, customer satisfaction) and implement process improvements
- Build and execute training plans to develop technical depth and establish subject matter experts within the team
- Champion AI tools and modern workflows to help engineers work smarter and investigate faster
- Coordinate operational responsibilities including incident communication, release validation, maintenance windows, and SLA management
- Partner with Global Head of Support to align priorities, flag risks, and ensure integration into the broader global support organization
Requirements:
- 7+ years in technical support or customer engineering in a SaaS environment, including at least 2 years managing a team of engineers
- Proven people manager who leads by example and stays technically engaged
- Technically curious with system-level thinking; comfortable with scripting, SQL, or API-based debugging at a working level
- Strong communicator, action-oriented, able to move through ambiguity
- Customer-focused with urgency on escalations and long-term trust-building
- Experienced with Salesforce and JIRA for case management and team operations
- Familiar with AI tools and their application to team workflows
- BS in Computer Science, Engineering, or related field
Preferred qualifications:
- Experience with streaming video analytics, app analytics, or AI-powered SaaS products with high technical support requirements
- Track record of introducing AI tools or automation that meaningfully changed team workflows
- Experience in distributed organizations with leadership in different time zones
