Product Support Manager

You

Are passionate about technology, wake up every morning to experiment, learn and develop new solutions!

You Will

• Work on latest edge Cloud computing to solve difficult, manual and repeatable tasks for users adopting Cloud technologies like AWS, Salesforce, Microsoft and more
• Use the latest trends on building SaaS applications using multitenancy, scalability large data volumes / Big Data and more
• Develop and expand our portfolio to support most popular Cloud apps (200+)
• Develop understanding of not just software development, but also how to design, develop and launch a product from concept to high customer use.

About Us

At DBSync we provide opportunity to use technology that creates innovative and next generation data integration products which helps our employees to cultivate their creativity and sense of belonging. DBSync is a leading provider for data integration and Data warehousing services for both cloud/SAAS-based-on-demand applications. We were incubated by Salesforce.com (as a part of Avankia), before getting spunned off as a separate company. DBSync provides data integration as a SAAS-based, Standalone or hosted integration at a competitive price with a plethora of benefits for business users.

Our main motto is to provide a strong foundation for businesses in solving complex problems and automating their workflows while acting as a pillar of support for all their data integrations needs. At DBSync we encourage innovation and creativity and our team is diverse comprising of a nice mix of cultural blends. We are a family where each talent is recognised and honed for the best of the individual and the company as a whole. We maintain a very professional, learn and excel vision with a hint of a start-up-like environment making each individual feel important and responsible with an equal opportunity to grow to the sky’s limit!

If you have a spirit of enthusiasm to grow beyond horizons, a determination to work hard, confidence to achieve success and influence future visions and products and be a successful part of the next gen trend, DBSync is the place for you!

Our Value System

1. We genuinely care
2. We do not waste time on manual or mundane task
3. We have a fun environment
4. We own it
5. We are experts on what we do
6. We win together

DBSync has been:

• We have been rated 4.7 / 5 on G2. We have got around 125 reviews in 2023.
• Based on the reviews G2 has awarded DBSync following badges.
• Best Relationship– Winter 2024
• Leader Americas Winter 2024
• Best Results – Winter 2024
• Best Usability – Winter 2024

About the Role

We are looking to hire a Product Support Manager who will be responsible for leading, mentoring and auditing the quality control for the technical support team for medium complexity applications.

Roles and Responsibilities:

• Escalate unresolved issues to proper personnel and have the ability to handle them if required.
• Provide support to customers, sales and business operations staff in resolving moderate to complex technical problems in integration solution built on DBSync
• Coordinate problem-solving efforts between customers, development software support, investigation and analysis of product problems related to assigned products.
• Analyse situations and diagnose software and systems failures affecting the environment, and determine resources/expertise needed to solve them
• Solve problems which may involve collaboration with the vendor.
• Determine cost effective resolutions to minimize customer downtime.
• Prepare reports for analysis of service failure trends and serviceability issues.
• Regularly analyse and review root cause to determine if problems are imminent and develop solutions before they occur
• Monitor the whole ticket cycle (Open -Close).
• Creating backup resources for each adapter
• Ensure folks are adhering to SLA & Time to first respond.
• Monitor the quality of the customer support call.
• Involve into activities of pre-sales, CSM, QA & Services when needed to drive new sales & customer retention.
• Personal and Team Development
• Share / spread knowledge with team members as well as internal teams
• Pro-active in maintaining and increasing the teams and your own technical knowledge
• Coach and develop team members
• Ensure ongoing training new hire and for existing support staff; advise tech support staff on career planning; maintain and analyse training records
• Arrange resources for off hours’ support / when needed or self-availability for the same. Handle vacation plans for folks and check the backup for the same to ensure there is no productivity loss.
• Ensure the support members interact with internal teams and external 3rd party vendors to troubleshoot and resolve complex problems
• Documentation
• Ensure incidents and problems are up-to-date
• Ensure all technical and non-technical documentation is up-to-date
• Contribute to management reports

Skills & Qualifications Required:

• 6+ years of experience required.
• Basic knowledge on Java and JavaScript
• Experience with AI-driven automation tools
• Able to communicate effectively over the phone.
• Has experience in Data integration between various cloud applications, Databases, CRM, ERP & Accounting tools like QuickBooks.
• Experience in managing a team with minimum 5 members in a team.
• Have worked on tickets /cases for a product based company
• Experience and knowledge in Salesforce or Microsoft CRM administration
• Experience in administration and set up of Jira service desk
• Handle tickets & escalations for any adapters.
• Knowledge on Support Portal updates

Location: Bangalore (Remote)

Shift Timings: U.S. Shift (6:30 PM IST to 3:30 AM IST)

For more information about DBSync, visit www.mydbsync.com.

Video: https://www.youtube.com/playlist?list=PLJzycdoERLoekPWNkXEsuih807TQAEnnB