Support Manager

Job Description: Support Manager

About Us

Deccan AI is a model training and eval startup headquartered in the Bay Area. We are founded by IIT Bombay, IIM Ahmedabad and ex-Google alumni, and work with some of the top AI frontier labs in the world, e.g. Google Deepmind, Snowflake, and many more. We are backed by Prosus Ventures, and our India delivery office is in Hyderabad. Most of our roles are on-site i.e. Bay Area / Hyderabad.

What it is like to work @ Deccan

To be honest, our workplace is not for the faint-hearted. We work hard (usually 6 days a week - from the office). We work fast (many of our clients require same day turnarounds for their complex data needs). We like those who take ownership, roll up their sleeves and do. We like those who thrive in ambiguity and who can operate without titles / hierarchies.But what you will find: tremendous learning, tremendous growth, and a very motivated set of colleagues who are also fun to be around.

Job Overview:

We are looking for a meticulous and customer-focused Support Associate to

join our team in Hyderabad. In this role, you will be responsible for

responding to queries received via the support desk, ensuring each response

is accurate, timely, and aligned with official product manuals and project

documentation. You will play a key role in maintaining the quality of support

interactions and ensuring internal consistency in communication.

Key Responsibilities:

- Query Resolution: Respond to queries received through the support desk

with clarity, accuracy, and a helpful tone.

- Documentation Alignment: Ensure that all responses strictly adhere to

official product manuals, project guidelines, and internal documentation.

- Knowledge Management: Stay updated on product features,

documentation changes, and project updates to ensure correct and

consistent responses.

- Quality Assurance: Review support replies for tone, technical accuracy,

and completeness before final submission.

- Feedback Loop: Identify and report recurring issues or unclear

documentation to relevant teams for refinement and process

improvement.

- Reporting: Track and categorize support queries, resolution times, and

patterns; assist in preparing regular summary reports for internal use.

- Cross-Team Coordination: Collaborate with product, QA, and project

teams to maintain alignment in communication and information flow.

- Process Adherence: Follow established protocols for query escalation,

documentation, and communication workflows.

Qualifications:

- Bachelor’s degree.

- 4-5 years of experience in a support, operations, or documentation-aligned role preferred.

Ideal Candidate Will:

- Demonstrate strong written communication skills with excellent attention to detail.

- Interpret technical or product documentation effectively and respond in a user-friendly manner.

- Manage multiple queries efficiently while maintaining high standards of accuracy.

Be proactive, accountable, and comfortable working independently with minimal supervision.

Suggest improvements to existing processes and help enhance the support knowledge base.

Thrive in a fast-paced environment with a culture of ownership and autonomy.

At Deccan AI, we operate with agility, ownership, and a bias for action. If youre someone who values clarity, precision, and customer-centric communication, you’ll fit right in.