Assistant Manager - Product Support

About Swiggy

Swiggy is a leading Indian on-demand delivery platform leveraging cutting-edge technology in logistics and consumer solutions. Operating in over 500 cities nationwide, it partners with a vast number of restaurants and employs over 5000 people, supported by a fleet exceeding 200,000 independent delivery executives. Utilizing advanced machine learning and massive data processing, Swiggy ensures fast and reliable deliveries while providing a rewarding work environment. Originating as a local food delivery service in 2014, Swiggy has evolved into a dominant on-demand convenience platform across India.

Team Overview

The Dineout unit within product support offers front-line (L1) and secondary (L2) technical issue resolution for stakeholders from business, supply, marketing, product, and engineering domains. This team manages operational functions for Dineout products, liaises closely with engineering and product divisions to verify app functionalities, handles enhancements and bug fixes, and aims to address customer system and product technical concerns promptly by collaborating on engineering solutions. A key responsibility is ensuring effective use of internal systems to amplify customer feedback and inform product development.

Role Summary

The Assistant Manager will oversee the technical and configuration support layers (L1 and L2 debugging) and serve as the primary contact for Dineout's tech support. Responsibilities include driving process improvements, managing stakeholders, and proactively identifying solutions to enhance system and product experiences. The role demands frequent collaboration with engineering, business, and product teams to stay abreast of and address stakeholder-raised issues. The candidate will also communicate product insights, document knowledge, and help expand the knowledge management system.

Key Responsibilities

• Deliver prompt resolutions to escalated concerns and suggestions following established tech support protocols, maintaining courteous communication with stakeholders.
• Ensure strict adherence to agreed SOPs, manage team scheduling aligned with business needs, and handle restaurant availability, advertising, and vendor issues including root cause analysis sharing.
• Collaborate with engineering on resolving code-level bugs, feature flow modifications, and track these issues with periodic reporting (weekly to quarterly).
• Represent the product component by assisting engineering in prioritizing high-impact business issues.
• Act as liaison between engineering and internal teams to facilitate information gathering and closure of technical problems.
• Create and update SOPs and readable documentation for recurrent and emerging technical issues to enable independent tech support resolution.
• Maintain comprehensive knowledge repository for managed systems and products.
• Organize regular team reviews of performance reports and track improvement measures.
• Coordinate ongoing training and orientation with engineering teams regarding system and product updates.
• Monitor contract renewals for off-roll team members and review their job performance.
• Regularly engage with engineering teams to understand challenges, perspectives, and needs.

Candidate Profile

• Strategic thinker with meticulous attention to detail and a strong customer-centric, empathetic approach.
• Familiar with AI technologies and process optimization techniques.
• Solid expertise in technical support and operations, with experience collaborating alongside engineering and product teams.
• Exceptional verbal and written communication skills to interact with diverse internal stakeholders.
• Bachelor’s degree with 3-4 years in technical support roles, including managing teams of 4-5 members.
• Ability to juggle multiple projects and objectives simultaneously.
• Proficient in MS Office and Google Suite (Docs, Sheets, Forms, Slides, Drive), comfortable handling data efficiently.
• Advanced SQL skills.
• Strong capabilities in stakeholder management.
• Flexible availability, including weekend work when critical support is necessary.

Preferred Skills

• Experience working with AI and large language models such as Gemini, Copilot, Notebook LM, and Claude.
• Familiarity with API testing tools like Postman.
• Understanding of JSON data structure and Pull Request reviews on GitHub.
• Hands-on experience with ticketing tools such as Jira, Asana, or Zendesk.
• Strong attention to detail.

Equal Opportunity

Swiggy is committed to equal employment opportunities and considers all qualified applicants without discrimination based on race, color, religion, sex, disability, or any other legally protected attribute.