Assistant Manager - Product Support
Swiggy
Job Overview
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Job Description
About Swiggy
Swiggy is India’s leading on-demand delivery platform with a tech-first approach to logistics. With a presence in 500+ cities across India, hundreds of thousands of restaurant partners, more than 5000 employees, and a large independent delivery fleet, Swiggy delivers unparalleled convenience driven by continuous innovation. Its robust ML technology and massive data processing enable a fast, seamless, and reliable delivery experience.
Team Overview
The Product Support team acts as a critical connection between Engineering, Product, and Business. It focuses on enhancing customer experience through effective system and product support. Key functions include L1 Support, User Advocacy, and Operational Ownership.
About the Role - Assistant Manager - Product Support
This role focuses on managing the IM Discounting charter. It involves owning and resolving discounting system-related issues, handling escalations, and ensuring real-time resolutions to maintain business operations.
Job Responsibilities
- Real-Time L1 Technical Support: Efficiently handle escalations and maintain business continuity.
- Service Quality: Meet TATs and quality support standards to unblock operations.
- Knowledge Base Development: Create and maintain debugging playbooks, SOPs, and KMS.
- Team Enablement: Lead training, build capacity, and manage performance for L1 support staff.
- Configuration Delivery: Ensure prompt and compliant delivery of system configurations.
- Data-Driven Debugging: Utilize data tools (Excel, SQL, Snowflakes, Databricks) for effective debugging and reporting.
- Feedback & Insights: Analyze data and communicate actionable product feedback.
- Visibility & Closure: Call out system challenges and drive issues to resolution.
- System Auditing & Guardrails: Audit live properties and establish preventive controls.
- Process Management: Manage stakeholder requests, ensuring compliance and timely execution.
Must Haves
- Proactive, empathetic, and detail-oriented with a go-getter attitude.
- Proven team management and operational execution skills.
- Advanced knowledge of Microsoft Excel and SQL, experience with data platforms and ticketing tools.
- Strong interpersonal, verbal, and written communication skills.
- Experience in reporting, documentation, and AI tools literacy.
Work Experience & Additional Requirements
Minimum 4-5 years experience in tech/product support and at least 1-2 years in a team leading role. Availability for weekends, public holidays, and flexible shifts is required.
Key skills/competency
Product Support, Technical Support, Team Management, Data Analysis, Excel, SQL, Operations, Debugging, Communication, Process Management
How to Get Hired at Swiggy
- Research Swiggy's culture: Explore their mission, values and latest projects online.
- Customize your resume: Highlight technical and team leadership experiences.
- Showcase data skills: Emphasize Microsoft Excel and SQL expertise.
- Prepare examples: Detail your process management and support success stories.
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