Lead - 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.

• 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.

• 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.

• 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.

• 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.