Lead - Product Support
Key responsibilities
1. Internal Product Support
• Own end-to-end resolution of internally reported product issues across LOS, LMS, customer apps, and operations apps.
• Monitor production dashboards/alerts,.
• Be the escalation point for the support queue — decide what gets fixed directly, what needs engineering, and what needs a workaround.
2. Product Training & Induction
• Plan and deliver recurring training — onboarding workshops, feature-release walkthroughs, refreshers for Sales, Operations, and Customer Success.
• Adapt training delivery and language for varied audiences — from engineers to rural field agents.
3. Product Content
• Own the internal knowledge base end-to-end: user guides, support/run book documentation, FAQs, and release notes.
• Ensure every product before release is accompanied by updated documentation.
4. Basic Maintenance & Debugging of Production Issues
• Own first-level triage and basic fixes for production issues — reading logs/traces, restarting services, applying config changes, running approved scripts/patches.
• Know when to fix directly vs. when to escalate — and escalate with a clear, structured diagnostic summary so engineering isn't starting from zero.
• Continuously push for automation and monitoring improvements that reduce repeat manual intervention.
Requirements
• 5 to 7 years of experience working as product support
• Strong ownership mentality — comfortable being the first point of contact for "how does this feature work?"
• Excellent communicator, equally at ease writing a crisp incident summary and running a training session for non-technical field staff.
• Ability to prioritise across three simultaneous mandates (support, training, content) without letting any one slip.
• Patient, empathetic, and genuinely motivated by SarvaGram's mission of unlocking rural India's potential.
• Track record of building or improving a process (support workflow, documentation system, or training program) — not just following one.