Program Manager Technical Support

Program Manager – Technical Support | Enterprise Product Support | SaaS | Pune | Immediate Joiners Preferred

Job Title - Program Manager – Technical Support / Enterprise Product Support / SaaS

Industry - IT Services | SaaS | Enterprise Software | Technical Support | Product Support

Job Type - Full-Time

Location - 📍 Hinjawadi, Pune

Experience - 15+ Years

Salary - 💰 ₹50,000 – ₹ 80,000 per Month

Joining - ✅ Immediate Joiners Preferred

Job Summary

We are seeking an experienced Program Manager – Technical Support / Enterprise Product Support / SaaS to lead and manage enterprise customer support operations. The ideal candidate should have 15+ years of experience in technical support, SaaS products, enterprise application support, stakeholder management, and cross-functional program delivery.

This is an excellent opportunity for professionals looking to lead high-performing support teams and drive customer success in a fast-paced technology environment.

Key Responsibilities

• Lead enterprise technical support and SaaS product support programs.
• Manage end-to-end customer support operations and service delivery.
• Drive customer success and improve customer satisfaction (CSAT).
• Coordinate with engineering, product, and operations teams.
• Manage incident response, escalations, and root cause analysis.
• Develop and monitor KPIs, SLAs, and support metrics.
• Mentor and lead technical support teams.
• Improve support processes through automation and best practices.
• Prepare executive reports, dashboards, and operational reviews.
• Ensure timely resolution of enterprise customer issues.

Required Skills

• Enterprise Product Support
• Technical Support Management
• SaaS Support
• Program Management
• Customer Success
• Service Delivery Management
• Incident & Problem Management
• Stakeholder Management
• Escalation Management
• ITIL Framework
• Project Management
• Team Leadership
• SLA & KPI Management
• Process Improvement
• Excellent Communication Skills

Eligibility

• Bachelor's or Master's Degree in Computer Science, IT, Engineering, or a related discipline.
• 15+ years of experience in Technical Support, Enterprise Product Support, SaaS, or Program Management.
• Strong leadership, analytical, and customer management skills.
• Experience managing enterprise support teams and large-scale customer programs.
• Immediate Joiners Preferred.

Why Join?

• Competitive Salary Package
• Leadership Role with Enterprise Products
• Career Growth Opportunities
• Exposure to Global Customers
• Professional & Collaborative Work Environment
• Learning & Development Opportunities
• Long-Term Career Stability

📩 Apply Now

Share your updated resume:

📧 ashfaq_ali@persistent.com

Immediate Joiners Preferred!