Assistant Manager - Product Support

About Swiggy

Swiggy is India’s leading on-demand delivery platform with a tech-first approach to logistics and a solution-first approach to consumer demands. With a presence in 500+ cities across India, partnerships with hundreds of thousands of restaurants, an employee base of over 5000, a 2 lakh+ strong independent fleet of Delivery Executives, we deliver unparalleled convenience driven by continuous innovation. Built on the back of robust ML technology and fuelled by terabytes of data processed every day, Swiggy offers a fast, seamless and reliable delivery experience for millions of customers across India. From starting out as a hyperlocal food delivery service in 2014, to becoming India’s leading on-demand convenience platform today, our capabilities result not only in lightning-fast delivery for customers, but also in a productive and fulfilling experience for our employees.

About The Team

Dineout team within product support provides L1 and L2 level debugging support for technical issues from business, supply, marketing, product and engineering stakeholders. This team handles operational aspects of products that belong to Dineout. The team closely works with the engineering and product team to ensure product lines are working as expected on the app. This team tracks different enhancements and bug fixes. The team is also dedicated to the vision of ensuring that the end customer system & product-related issues, escalations, and queries are well attended in a timely manner with full focus on resolving the underlying engineering bugs/issues and business requirements. This team is responsible to ensure that the internal systems are properly used and their full potential is realized and amplifies the voice of customers and builds tight feedback systems to help the product team build the products right.

About The Role

As an integral part of the Product support team, The candidate would be responsible for managing the tech support and configuration support (L1 and L2 Debugging team) layer for issues & requirements. He/She will act as the front face of dineout tech support. The Candidate will have to actively engage in Process improvement and Stakeholder Management. The candidate should have a critical thinking approach & problem-solving mindset, Empathetic towards the end users. He/She should be consistently providing solutions to improve the experience of our systems and products. This role requires intense collaboration with the engineering, business, and product teams so that the candidate can be on top of the issues that are being raised by all the stakeholders. The candidate would be required to proactively voice their opinions, concerns, and callouts among the larger stakeholder group. The role also focuses on understanding the data and information available - both quantitative and qualitative, and consistently communicating product feedback and insights. The Candidate should be able to document the knowledge acquired and help build KMS further.

What you’ll do

• Provide timely resolutions to the escalations, improvement suggestions and issues raised by all the stakeholders as per the internal tech support SOPs and guidelines. Acknowledge stakeholders, prompting and politely responding to their inquiries and helping them.
• Make sure the team is adhering to the agreed SOPs. Manage the team roster and ensure availability as per the business needs. Pick up restaurant availability, ads and vendor related concerns raised over mails and channels and share RCA during TRM.
• Work with the engineering team in resolving the issues that would need involvement in terms of changing code, solving a bug, changing a feature flow, etc. These should be actively tracked and reports should be published on Weekly, Monthly and Quarterly basis.
• Act as a face of the component by helping engineering in prioritizing the issues that have critical business impact.
• Act as a bridge between Swiggy engineering & internal stakeholder teams to mobilize, gather details and drive for closure of technical issues.
• Ensuring new SOPs and easy-to-read documentation are prepared for the recurring and new technical issues from the reporters so that tech support can solve these issues in the future without having dependencies on Engg.
• Act as a knowledge repository for all the systems & products he/she is handling.
• Ensure periodic reports are discussed with the team and feedback is actively shared and improvements are tracked.
• Ensure frequent capacity building and orientation activities are done with engineering to be updated on the engg systems and product level changes.
• Keep a track of contract renewals of off roles in the team. Review the performance of the team.
• Regularly connect with engineering teams to understand their view, pain points, and requirements.
  
  

What you‘ll need & What we look for

• A strategic thinker with an eye for detail and a consumer comes first attitude with utmost empathy is a must-have.
• AI native and knows process improvement and optimisations.
• Strong knowledge of tech support and operations practices and techniques. Experienced in working with engineering & Product teams.
• Outstanding written and verbal communication skills to converse with different internal POCs and stakeholders.
• Bachelor’s degree with minimum 3-4 years of working experience in relevant fields providing Tech support. Should have managed a team of 4-5 folks.
• Ability to work on multiple projects with different objectives simultaneously
• Proficiency with MS Office, Google Docs/Sheet/Forms/Slide/Drive. Should be comfortable working with data frequently.
• High level SQL proficiency.
• Excellent stakeholder management skills.
• A flexible schedule & Availability that can allow you to support our teams when needed.
• Availability to work on weekends based on requirements in terms of P0 issues or downtimes.
  
  

Key Skill

• Exposure to AI and LLM models like Gemini, Copilot, Notebook LM and Claude
• Postman and other API tools
• Understanding of Json and PR reviews on Github.
• SQL and MS office
• Detail Oriented
• Jira/Asana/Zendesk or any ticketing tool.
  
  

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regards to race, colour, religion, sex, disability status, or any other characteristic protected by the law

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