Product Support Lead

Product Support Lead page is loaded## Product Support Lead locations:
Carmel, INtime type:
Full time posted on:
Posted Todayjob requisition :
R-010563

The Product Support Lead plays a pivotal role in ensuring the seamless operation and reliability of the organization’s proprietary products. This role serves as the bridge between support analysts, engineering teams, and business stakeholders, owning the prioritization and management of the product support backlog to ensure high-impact issues are resolved quickly and efficiently.
Functioning as both a senior technical expert and a business-aligned prioritization owner, the Product Support Lead evaluates ticket trends, escalates critical issues, and ensures production support aligns with organizational strategy and financial outcomes. By strategically prioritizing production support work, this ensures that client and business-impacting issues are fully addressed, limiting negative impact to organizational objectives.
Additionally, the Product Support Lead provides mentorship to Analysts, strengthens escalation protocols, and drives continuous improvement in support processes, documentation, and knowledge management. Success in this role means ensuring fewer bottlenecks, reduced downtime, higher SLA compliance, and improved client satisfaction — while building a scalable support structure that enhances both internal efficiency and external customer trust.##

Job Duties and Responsibilities:

Backlog Ownership & Prioritization – 35%
* Own and manage the production support backlog across all proprietary products.
* Assess severity and business impact of issues; prioritize support tickets to align with business-critical objectives and financial outcomes.
* Work closely with engineering and product teams to ensure recurring issues are logged, escalated, and addressed within product roadmaps.
* Maintain visibility of backlog health, producing regular updates for leadership on SLA compliance, customer impact, and ticket volumes.
* Use data to identify systemic issues and advocate for root-cause fixes rather than repeated workarounds.

Escalation & Complex Issue Resolution – 25%
* Act as the final escalation point for high-severity Tier Two tickets requiring advanced troubleshooting.
* Partner with business stakeholders to assess urgency and revenue impact, ensuring critical issues receive appropriate attention.
* Ensure escalated issues are communicated clearly and consistently to engineering and product managers, reducing ambiguity and duplication of work.
* Serve as the “voice of the client” in escalations, ensuring business needs are fully understood in technical prioritization.
* Document resolution outcomes and feed learnings back into training and process improvement.

Stakeholder Collaboration – 20%
* Act as the primary liaison between product support, product management, engineering, and business units.
* Translate business urgency into actionable priorities for technical teams, ensuring support work aligns with company strategy.
* Provide leadership with regular reporting on support performance, ticket trends, and escalation outcomes.
* Represent the Product Support function in cross-functional meetings, ensuring that operational realities are considered in strategic decisions.
* Partner with business units to educate them on support processes, timelines, and SLAs.Team Leadership & Mentorship – 10%
* Provide guidance, coaching, and mentorship to Product Support Analysts and Senior Analysts, enhancing their troubleshooting skills and business acumen.
* Ensure support analysts understand prioritization frameworks, escalation protocols, and the importance of aligning work with revenue impact.
* Foster a culture of accountability and continuous improvement within the Product Support team.
* Act as a role model for customer-centric behavior and ownership of outcomes.

Process Improvement & Knowledge Management – 10%
* Identify and implement opportunities to streamline the product support workflow, reducing response times and improving resolution quality.
* Develop and maintain documentation for recurring issues, resolutions, and troubleshooting guides to strengthen knowledge-sharing.
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