Job Description
Life at UiPath
The people at UiPath believe in the transformative power of automation to change how the world works. We’re committed to creating category-leading enterprise software that unleashes that power.
To make that happen, we need people who are curious, self-propelled, generous, and genuine. People who love being part of a fast-moving, fast-thinking growth company. And people who care—about each other, about UiPath, and about our larger purpose.
Could that be you?
Your Mission
The Manager, of Product Support, will be responsible for delivering outstanding customer support and delighting our customers. We are looking for an experienced, enthusiastic, and hands-on customer support leader who can rapidly learn the UiPath value proposition and apply it to our global customers. The candidate is responsible for collaborating with the Product team, Customer Success team and Professional Services team to assure smooth support services for our customers. The candidate is also responsible for improving customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analysing results; implementing changes. This role will report to Director/Sr. Director Product Support for APAC.
This role will report to the Senior Manager, Global Product Support in APAC
What you'll do at UiPath
• Work hands-on with UiPath customers, in a post-sales role to provide support services.
• Be proactive in providing outstanding customer support for UiPath Customers Act as a liaison between Customers and the Escalation and Serviceability team to drive product improvements.
• Work in collaboration with the Product and Supportability team to plan, test and provide feedback for various product releases.
• Interact with all levels of management and roles within the customer organization and UiPath.
• Act promptly on feedback received from customers and the field to continually improve processes and infrastructure.
• Shape and Influence UiPath’s growth and scalability, through new offerings, processes and tools, and finding new ways to deliver amazing customer satisfaction Facilitate and remove obstacles from the technical support team’s path to promote efficiency and expediency.
• Contribute to the development of organizational processes and practices within the technical support team.
• Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.
• Develop and improve standard operating procedures, performance metrics, and feedback mechanisms for your team.
• Manage key processes including analysis, case reviews and customer feedback analysis.
• Drive continuous improvement in processes through innovation and automation
What you'll bring to the team
• 8+ years of Overall Experience 3+ years of experience in customer success, technical support, operational excellence or IT Service management .
• Manage team of 8+ Support Engineers in multiple time zones.
• Bachelor’s degree in computer science, Information Technology, or related discipline is required.
• RPA Training and Certification, PMP or Prince2, ITIL V3 Certification, any relevant Support Manager Certification are optional.
• Experience in using a web-based helpdesk system for incident, issue and problem management.
• Experience in using and augmenting customer support forums and knowledge repository.
• Experience in using Automation and other digital technologies (RPA, Data Analytics etc.)
• Prior experience with the use of RPA Products like UiPath is strongly preferred
• General knowledge of cloud architecture as well as on-premises applications
• 2+ years of SaaS support experience is strongly preferred
• Excellent communication skills, including issue tracking, triaging and crisis management
• Experience in Process Improvement, Decision Making, Managing Processes, Planning, analyzing Information, Developing Standards, Help Desk, Service Excellence.
Mentoring & Leadership
• Lead a team of Associate and Product Support Engineers including Subject Matter Experts
• Recruit, mentor and inspire the team to progress in their career path
• Drive results through Teamwork Facilitates effective team interaction.
• Manage the daily support business within your team.
• Support the team to focus on basics (Case volume, Backlog Management, TTR, FR, KB creation etc.), eliminate roadblocks if any and encourage cross functional collaboration.
• Commit to Performance Management and Recognition Program.
• Prepare team on Technical and Business skills, certifications, standards etc.
• Understands how to communicate difficult/sensitive information tactfully.
Cross Team Collaboration
Connect internally with the different specialization groups within and across Geos, connect with P&E, TAMs, Professional Services, Customer Success, and Sales teams at operational level.
Customer Management
• Drives continuous improvement by identifying the right KPIs and adhering to best practices to achieve them.
• Communicates effectively with customers to identify needs and evaluate alternative technical solutions with customers.
• Continually seeks opportunities to increase customer satisfaction and deepen client relationships.
• Manages client expectations effectively. Identifies critical issues with ease.
Maybe you don’t tick all the boxes above— but still think you’d be great for the job? Go ahead, apply anyway. Please. Because we know that experience comes in all shapes and sizes—and passion can’t be learned.
We value a range of diverse backgrounds, experiences and ideas. We pride ourselves on our diversity and inclusive workplace that provides equal opportunities to all persons regardless of age, race, color, religion, sex, ****** orientation, gender identity and expression, national origin, disability, neurodiversity, military and/or veteran status, or any other protected classes. Additionally, UiPath provides reasonable accommodations for candidates on request and respects applicants' privacy rights. To review these and other legal disclosures, visit our privacy policy
The people at UiPath believe in the transformative power of automation to change how the world works. We’re committed to creating category-leading enterprise software that unleashes that power.
To make that happen, we need people who are curious, self-propelled, generous, and genuine. People who love being part of a fast-moving, fast-thinking growth company. And people who care—about each other, about UiPath, and about our larger purpose.
Could that be you?
Your Mission
The Manager, of Product Support, will be responsible for delivering outstanding customer support and delighting our customers. We are looking for an experienced, enthusiastic, and hands-on customer support leader who can rapidly learn the UiPath value proposition and apply it to our global customers. The candidate is responsible for collaborating with the Product team, Customer Success team and Professional Services team to assure smooth support services for our customers. The candidate is also responsible for improving customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analysing results; implementing changes. This role will report to Director/Sr. Director Product Support for APAC.
This role will report to the Senior Manager, Global Product Support in APAC
What you'll do at UiPath
• Work hands-on with UiPath customers, in a post-sales role to provide support services.
• Be proactive in providing outstanding customer support for UiPath Customers Act as a liaison between Customers and the Escalation and Serviceability team to drive product improvements.
• Work in collaboration with the Product and Supportability team to plan, test and provide feedback for various product releases.
• Interact with all levels of management and roles within the customer organization and UiPath.
• Act promptly on feedback received from customers and the field to continually improve processes and infrastructure.
• Shape and Influence UiPath’s growth and scalability, through new offerings, processes and tools, and finding new ways to deliver amazing customer satisfaction Facilitate and remove obstacles from the technical support team’s path to promote efficiency and expediency.
• Contribute to the development of organizational processes and practices within the technical support team.
• Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.
• Develop and improve standard operating procedures, performance metrics, and feedback mechanisms for your team.
• Manage key processes including analysis, case reviews and customer feedback analysis.
• Drive continuous improvement in processes through innovation and automation
What you'll bring to the team
• 8+ years of Overall Experience 3+ years of experience in customer success, technical support, operational excellence or IT Service management .
• Manage team of 8+ Support Engineers in multiple time zones.
• Bachelor’s degree in computer science, Information Technology, or related discipline is required.
• RPA Training and Certification, PMP or Prince2, ITIL V3 Certification, any relevant Support Manager Certification are optional.
• Experience in using a web-based helpdesk system for incident, issue and problem management.
• Experience in using and augmenting customer support forums and knowledge repository.
• Experience in using Automation and other digital technologies (RPA, Data Analytics etc.)
• Prior experience with the use of RPA Products like UiPath is strongly preferred
• General knowledge of cloud architecture as well as on-premises applications
• 2+ years of SaaS support experience is strongly preferred
• Excellent communication skills, including issue tracking, triaging and crisis management
• Experience in Process Improvement, Decision Making, Managing Processes, Planning, analyzing Information, Developing Standards, Help Desk, Service Excellence.
Mentoring & Leadership
• Lead a team of Associate and Product Support Engineers including Subject Matter Experts
• Recruit, mentor and inspire the team to progress in their career path
• Drive results through Teamwork Facilitates effective team interaction.
• Manage the daily support business within your team.
• Support the team to focus on basics (Case volume, Backlog Management, TTR, FR, KB creation etc.), eliminate roadblocks if any and encourage cross functional collaboration.
• Commit to Performance Management and Recognition Program.
• Prepare team on Technical and Business skills, certifications, standards etc.
• Understands how to communicate difficult/sensitive information tactfully.
Cross Team Collaboration
Connect internally with the different specialization groups within and across Geos, connect with P&E, TAMs, Professional Services, Customer Success, and Sales teams at operational level.
Customer Management
• Drives continuous improvement by identifying the right KPIs and adhering to best practices to achieve them.
• Communicates effectively with customers to identify needs and evaluate alternative technical solutions with customers.
• Continually seeks opportunities to increase customer satisfaction and deepen client relationships.
• Manages client expectations effectively. Identifies critical issues with ease.
Maybe you don’t tick all the boxes above— but still think you’d be great for the job? Go ahead, apply anyway. Please. Because we know that experience comes in all shapes and sizes—and passion can’t be learned.
We value a range of diverse backgrounds, experiences and ideas. We pride ourselves on our diversity and inclusive workplace that provides equal opportunities to all persons regardless of age, race, color, religion, sex, ****** orientation, gender identity and expression, national origin, disability, neurodiversity, military and/or veteran status, or any other protected classes. Additionally, UiPath provides reasonable accommodations for candidates on request and respects applicants' privacy rights. To review these and other legal disclosures, visit our privacy policy
💡 Quick Summary
Seeking a career-building opportunity? The Manager Product Support position is now open for candidates interested in the Remote Jobs sector. This role in Bengaluru offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Remote Jobs is a plus.
