Lead - Product Support

Full-time business-and-financial-operations

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 con...