Product Manager

REVIEW CRITERIA:

MANDATORY:

• Strong Technical Support Leader profile
• Must come from SaaS / Enterprise Product companies (preferably high-scale transactional platforms)
• 12+ years of experience in Technical Support / Application Support, with minimum 6–7 years leading L3 or escalations teams
• Proven experience handling customer escalations, Root Cause Analysis (RCA), incident ownership, and cross-functional resolution with Product & Engineering teams
• Experience managing L3 Support teams of ~20+ members, including mentoring, workload planning, shift governance, and performance management
• Hands-on understanding of: Databases ( PostgreSQL / SQL), Middleware / Servers (JBoss, Tomcat, IIS, Nginx, Apache) and Operating Systems like Linux, Unix, Windows
• Effectively coordinate with architects and engineering heads
• Strong capability in SLA management, ticket lifecycle governance, escalations process setup, and support dashboards/reporting
• Working knowledge of Freshdesk / Jira / ServiceNow or equivalent enterprise ticketing platforms
• Excellent communication, customer handling, crisis de-escalation, and ability to simplify technical details for leadership

PREFERRED:

• Experience supporting platforms in Retail Tech, ERP, Telecom, Hospitality, EdTech, or similar high-scale industries

ROLES AND RESPONSIBILITIES:

As the G1 Head of Technical Support, you will be the central force ensuring an exceptional post-go-live technical experience across the company suite. You’ll oversee L3 support operations across all products, manage customer escalations, drive cross-team resolution, and build processes for visibility, accountability, and continuous improvement. This is a cross-functional, high-impact leadership role, working across engineering, QA, DevOps, customer support, and product teams to ensure that every issue is tracked, resolved, and learned from—within SLA and with a customer-first mindset.

YOU WILL-

Incident & Ticket Management:

• Own end-to-end L3 technical support governance across company products (ERP, POS,OMS, etc.)
• Ensure customer issues are responded to and resolved within defined SLAs
• Drive prioritization, root cause resolution, and engineering coordination across product teams
• Personally manage and de-escalate high-severity issues with customers and internal teams

Process & Metrics Ownership:

• Define, track, and optimize support processes, SLAs, escalation workflows, and ticket lifecycle practices
• Build dashboards for SLA adherence, issue aging, bug trends, defect density, etc.
• Establish strong feedback loops to engineering/product based on recurring issues

RCA & Knowledge Management:

• Ensure timely Root Cause Analysis (RCAs) for all S1/S2 issues with actionable insights
• Lead trend analysis to preempt issues and recommend long-term fixes or product hardening
• Build and maintain a knowledge base to improve internal resolution efficiency

Customer Interaction:

• Engage with enterprise customers on complex or long-running tickets
• Serve as a trusted escalation point for strategic clients
• Collaborate with Customer Success and Implementation teams for seamless client experience

Collaboration & Leadership:

• Coordinate with Product Architects and Engineering Heads to ensure ticket resolution
• Build and mentor a lean L3 support team or tiger squads when required
• Drive a culture of accountability, learning, and proactiveness in technical support

IDEAL CANDIDATE:

• 11+ years of experience in technical support or L3 support leadership roles in SaaS or high- scale enterprise products
• Strong experience handling customer escalations, RCAs, and cross-team ticket resolution
• Solid technical background (understanding of APIs, microservices, database queries, logs, debugging)
• Expertise in support tooling: Freshdesk, Jira, ServiceNow, etc.
• Excellent communication skills—able to speak fluently with both customers and engineers
• Data-driven mindset for reporting, insights, and stakeholder updates
• Experience working in retail tech, ERP, or platform businesses is a big plus

PERKS, BENEFITS AND WORK CULTURE:

• Comprehensive health insurance coverage.
• Excellent rewards and recognition policy.
• Transparent compensation policy with no unnecessary deduction in CTC.
• Annual company off-site and a variety of events, celebrations throughout the year.
• Travelling opportunities between our offices across the country.
• Annual company walkathon & related sporting events.
• Quarterly Coffee with CEO.

Job Title:

Technical Support – L1/L2 (Application Support + System Administration)

Location:

Hyderabad, India (Work from Office)

Shift: US Shift (Night), Rotational including weekends

Company:

Telebu Communications

Job Summary:

Telebu Communications is hiring three (3) Technical Support Engineers (L1/L2) to join our night shift support team. The ideal candidates will have 2–4 years of experience in application support, with a solid understanding of system administration basics. This is a full-time, office-based role in Hyderabad, involving rotational shifts including weekends, aligned to US hours.

Key Responsibilities:

• Provide L1/L2 support for enterprise applications, ensuring smooth performance and minimal downtime.
• Respond to user queries and technical issues via tickets, calls, or chats within defined SLAs.
• Troubleshoot application-level errors, configuration issues, login/access problems, and usage concerns.
• Monitor system alerts, logs, and performance dashboards to proactively identify issues.
• Perform routine health checks and validation for applications and basic infrastructure.
• Support incident and change management processes; document RCA and resolution steps.
• Coordinate with product, engineering, and DevOps teams for issue escalation and resolution.
• Perform basic server-level troubleshooting, user access control, and patch deployments.
• Maintain internal knowledge base, documentation, and SOPs for recurring support tasks.
• Assist with deployments, updates, and minor configuration changes during off-hours.

Required Skills:

• 2–4 years of experience in application support (L1/L2).
• Good troubleshooting skills for web-based applications and enterprise tools.
• Basic understanding of system administration (Windows/Linux environments).
• Familiarity with ticketing tools (e.g., Jira, Freshdesk, Zendesk).
• Basic networking and DB support knowledge (e.g., ability to run queries, take backups).
• Clear communication skills for effective issue resolution and stakeholder coordination.
• Ability to manage priorities, handle pressure, and work independently during night shifts.

Preferred Skills:

• Experience in production support for SaaS or enterprise software.
• Familiarity with monitoring tools (e.g., Grafana, Nagios, CloudWatch).
• Knowledge of scripting (PowerShell, Bash) is a plus.
• Exposure to cloud environments (AWS, Azure, GCP) is an advantage.

About Telebu:

Established in 2003, Telebu is a 20+ year-old technology driven product based company that helps enterprises build better relationships with their customers and employees using SMS, Chat, Voice & Video products, APIs and SDKs. We were earlier known as SMSCountry Networks until our rebrand to Telebu in 2018. The word Telebu combines Telecommunication and Business. Offices spread across India (HQ in Hyderabad), Manama (Bahrain), Dubai (UAE), Al-Khobar (KSA), Muscat (Oman), Doha (Qatar), USA and Hong Kong.

Role: Flutter Developer

Please share contact details as well while sharing interest in the opportunity. I can be reached at nine one five zero nine five four eight nine nine.

1. Hands on Mobile APP Development - 5-8 Years (IOS/Android)

2. Hands on Flutter Development - 2-3 Years - should have worked on

atleast one industry grade apps

3. Excellent problem-solving skills

4. Converting mocks to UI (Pixel perfect design implementation)

5. Experience in Bloc state management

6. Experience in asynchronous programming

7. Good understanding of implementing API integration

Please submit candidate’s portfolio (Play store or App store Links)

if the JD is relevant, kindly share the updated profile with current CTC, expected CTC and notice period.

You need to write scalable Golang code for developing and implementing robust applications. You would indulge your dedication and passion to build server-side logic ensuring low-latency and high-end performance. You should have sound knowledge of Kubernetes, Docker, Microservices.

YOUR ‘OKR’ SUMMARY

OKR means Objective and Key Results.

As a Senior Development Engineer at Coredge, you will help develop our next-generation cloud native core

solution along with the product and the open-source community to build the Coredge.io vision

What you will do?

• System engineering and implementation in Golang.

• Working on performance issues using creative experiments and internally developed product features.

• Research, propose, and integrate relevant open-source projects based on product objectives.

• Write organized, efficient, and well-documented Python/Golang code as an example for junior engineers.

• Participation in all levels of product definition, design, implementation, testing, and deployment.

• Must include the ability to discuss abstract system architectures from ideas through implementation and

         creatively apply domain experience to solve technical challenges.

• Mentoring software engineers, fostering an environment of trust and accountability.

What you will need?

A strong sense of ownership, urgency, and drive. As an integral part of the development team, you will need the

following skills to succeed.

• Strong Golang skills to develop a framework(s).
• Hands-on to design & develop re-usable framework components.
• Hands-on experience in developing the framework, designing re-usable framework components.
• Experience in engineering practices such as code refactoring, design patterns, design-driven development, Continuous Integration, building highly scalable applications, application security, and functional programming.

Additional Skills:

• Knowledge of Cloud-native would be an advantage.
• Understanding of Kubernetes from the Architecture side and also understanding the Standard API.
• Code contributed to CNCF or a similar community will be a plus.
• Performance benchmarking of K8’s or any cloud will be added advantage

Additional Advantage:

• Deep understanding of technology and passion about what you do.
• Background in designing high performant scalable software systems with a strong focus to optimize hardware cost.

• Solid collaborative and interpersonal skills, specifically a proven ability to effectively guide and  influence within a dynamic environment.

• Strong commitment to get the most performance out of a system being worked on.
• Prior development of a large software project using service-oriented architecture operating with real time constraint.

What's In It for You?

• You will get a chance to work on cloud-native and hyper-scale products
• You will be working with industry leaders in cloud.
• You can expect a steep learning curve.
• You will get the experience of solving real time problems, eventually you become a problem solver.

Benefits & Perks:

• Competitive Salary
• Health Insurance
• Open Learning - 100% Reimbursement for online technical courses.
• Fast Growth - opportunities to grow quickly and surely
• Creative Freedom + Flat hierarchy
• Sponsorship to all those employees who represent company in events and meet ups.
• Flexible working hours
• 5 days week
• Hybrid Working model (Office and WFH)

Our Hiring Process:

Candidates for this position can expect the hiring process as follows (subject to successful clearing of every round)

• Initial Resume screening call with our Recruiting team
• Next, candidates will be invited to solve coding exercises.
• Next, candidates will be invited for first technical interview
• Next, candidates will be invited for final technical interview
• Finally, candidates will be invited for Culture Plus interview with HR
• Candidates may be asked to interview with the Leadership team
• Successful candidates will subsequently be made an offer via email

As always, the interviews and screening call will be conducted via a mix of telephonic and video call.

So, if you are looking at an opportunity to really make a difference- make it with us…

Coredge.io provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable central, state or local laws.

• 2+ yrs of experience into MEAN stack Development
• Hands on Experience into MEAN, Node.js, Angular 6+ Versions, HTML5, CSS, Jquery,
• Building Single Page Applications (SPAs) with Angular JavaScript coding
• Designing and developing user interfaces using angularJS best practices.
• Adapting interface for modern internet applications using the latest front-end technologies.
• Writing JavaScript, CSS, and HTML.
• Developing product analysis tasks.
• Making complex technical and design decisions for AngularJS projects.
• Developing application codes and unit tests in AngularJS, Java Technologies, and Rest Web Services.
• Conducting performance tests.
• Consulting with the design team.
• Ensuring high performance of applications and providing support.
• Bachelor’s degree in computer science, computer engineering or similar Roles and Responsibilities
• Present design specifications
• Build, deploy and maintain websites
• Troubleshoot website problems
• Monitor website traffic
• Desired Candidate Proficiency

• Source, interview, and select applicants for various positions.
• Sound knowledge on Sourcing Candidates thru REDEX, Monster & various Job Sites.
• Foster long-term relationships with candidates and clients
• Sourcing from different job boards. Excellent knowledge in Boolean function & usage of various job board databases.
• Draft job descriptions, push them through all talent acquisition channels, and coordinate candidate sourcing with the same.
• Doing junior to middle-level hiring for all IT verticals.
• Review applicants to verify if position requirements are met.
• Format resumes meeting client expectations.
• Telephonic Screening of the profiles checking for Technical Fitment, Behavioural Fitment, Stability, etc.
• Utilize your innovative and effective convincing and negotiation skills to impress and attract top talent.
• Follow up with candidates and clients and maintain records of progress.

Roles & Responsibilities:.

• Ability to build strong relationships.
• Self-confidence and self-starter.
• Excellent written and oral (phone) communication skills a MUST.
• Good sense of humor

• Bachelors degree or equivalent qualification with 2+ years of professional experience in Talent Acquisition.
• 2+ years experience in full lifecycle recruiting in the IT industry.
• An expert level of knowledge in all full lifecycle recruiting components including, sourcing, qualifying, networking, assessing, legal, job analysis, wage and salary trends, relationship management, and due diligence.
• Detailed analysis of the JD - to understand the client's requirement thoroughly.
• Sourcing and screening of valid profiles.
• Ensuring SLAs are met for providing the validated profiles.
• Basic Excel Skills like Vlookup, Pivot, and PPT skills
• Maintaining a detailed tracker and Scheduling the shortlisted profiles for an interview and ensuring regular following up.
• Candidate Selection offers negotiation and follow-up with joining to ensure the onboarding.
• Must be able to manage competing demands, accept generous and constructive feedback, while being extremely adaptable and flexible. 
• Ability to handle sensitive and confidential information appropriately.

• Work closely with Hiring Managers to plan and close all assignments in the stipulated time frame.
• Develop a strong pipeline of high-caliber talent for all current and anticipated demands.
• Developing and maintaining strong working relationships with internal clients, vendors, and other team members to create a partnership that yields success, predictable results, and credibility.
• Managing the selection, offers, negotiation, closing, and administrative components of the recruitment process.
• Manage mid and senior-level hiring
• Sourcing through various sourcing channels, candidate management, stakeholder management. 
• Deliver high-quality work in a high-paced, dynamic work environment consistently by managing time and effort
• Taking initiative to complete unanticipated, and verifying the completeness of your own work
• Deliver high-quality results in a timely manner, individually and through others; initiate action and accomplish goals across a wide range of teams and projects in the face of multiple demands, grow professionally by actively staying up-to-date in areas of expertise.
• Hands-on experience and in-depth understanding of various technologies
• Hands on experience in excel reporting and analyses

• Key Responsibilities : Use cases to support use case analysis E2E, define capabilities, understand the data and model Machine Learning Operations MLOps Azure Machine Learning, Azure Cognitive Services, Azure DevOps, Overall Azure Cloud Experience, Powershell, DSVM, AML Compute / Training Clusters Azure Infrastructure Experience, Python, Big Data Python Scripting 8 Automate ML models deployments,  Manage, monitor, troubleshoot machine learning infrastructure and Setup ML Pipe lines
• Technical Experience : Proven skills experience in Azure AI ML solution design and architecture based solution using Azure Cloud capabilities AML / AKS Proven record of embedding advanced analytical models into business processes Collaborate in multi-functional teams to evaluate business activities, and then develop innovative and effective approaches to tackle teams analytics problems and communicate results bitbucket, Nodejs, PowerBI SQL, Python
• Experience in setting up MLOps framework for AI ML team