---
title: 'Product Support Manager at Conviva'
canonical: 'https://feeny.ai/job/product-support-manager-conviva-bengaluru-ggastb862dj5'
type: 'job'
last_seen: '2026-10-14'
---

# Product Support Manager at Conviva

- **Company:** Conviva
- **Location:** Bengaluru, India
- **Posted:** 2026-09-29
- **Last confirmed live:** 2026-10-14
- **Apply:** https://www.conviva.ai/careers/job/8008000003?gh_jid=8008000003

## Job description

Conviva is the experience analytics platform for AI agents, apps, and streaming. Conviva pioneered quality of experience measurement for streaming video and has supported live digital experiences across 20 Super Bowls, 10 Olympic Games, and five FIFA World Cup tournaments. With full-census, real-time, stateful analytics, Conviva shows what consumers actually experience, not just whether systems are running, and connects that experience to revenue, retention, and risk.

We are looking for a Product Support Manager to lead our Bengaluru support team. You will manage a team of Product Support Engineers, own the regional support operations, and serve as the primary escalation point for complex customer issues. This is a hands-on leadership role: you stay close to the work, understand the product deeply, and set a standard that your team wants to live up to. You will report to the Global Head of Support based in the US and operate with a high degree of ownership and independence.

What success looks like:

- Lead, mentor, and develop a team of Support Engineers. Run regular 1:1s, set clear goals, identify growth opportunities, and build a team culture where accountability and continuous learning are the norm.
- Serve as the technical and operational leader for the India support team. You are in the product, understand how data flows end-to-end, and bring genuine technical depth to complex escalations and investigations.
- Own customer escalations and case management end-to-end. Ensure issues are investigated thoroughly, resolved efficiently, and communicated clearly at every step via Salesforce and JIRA.
- Drive cross-functional collaboration with Engineering and Product to resolve complex issues, identify recurring patterns, and turn customer signals into product improvements.
- Define and track team performance metrics. Identify process gaps and implement improvements that raise the bar on resolution quality, response time, and customer satisfaction.
- Build and execute training plans that develop technical depth and product knowledge across the team. Establish subject matter experts within the team over time.
- Champion the use of AI tools and modern workflows within the team. Help your engineers work smarter, investigate faster, and consistently do more with less manual effort.
- Coordinate operational responsibilities including incident communication, release validation, maintenance windows, and SLA management.
- Partner with the Global Head of Support to align priorities, flag risks early, and ensure the India team is well-integrated into the broader global support organization.

Who You Are and What You’ve Done:

- A proven people manager with 7 or more years in technical support or customer engineering in a SaaS environment, including at least 2 years managing a team of engineers.
- You lead by example, stay technically engaged, and are not comfortable sitting above the work when your team needs help.
- Technically curious. You want to understand how things work at a system level, not just the layer directly in front of you, and you bring that same curiosity to your team.
- A strong communicator and action-oriented. You find solutions, move through ambiguity, and keep things moving even when the path forward is not obvious.
- Customer-focused. You treat customer escalations with urgency and bring the same energy to building long-term trust as you do to solving immediate problems.
- Experienced with Salesforce and JIRA for case management, escalation tracking, and team operations.
- Comfortable with scripting, SQL, or API-based debugging at a working level. Enough to earn technical credibility with your team and contribute meaningfully during complex investigations.
- Familiar with AI tools and how to use them to improve how a team works, investigates,and delivers.
- BS in Computer Science, Engineering, or a related field.

What Would Make You Stand Out:

- Experience with streaming video Analytics, App analytics, or AI-powered SaaS products where the technical bar for support is high.
- You have introduced AI tools or automation to a support team in a way that genuinely changed how people work day to day.
- Experience working in a distributed organization with leadership in a different time zone, and a track record of staying aligned without needing constant direction.

Learn more at [conviva.ai](http://conviva.ai) and follow the company on [LinkedIn](https://linkedin.com/company/conviva) and [YouTube](https://www.youtube.com/@conviva-ai).

## About Conviva

## Company Overview
- **One-liner**: Conviva is a consumer-perspective analytics platform for the agentic era, using full-census client-side telemetry to provide real-time insights into digital experiences across apps, websites, and AI agents.
- **Entity Type**: Private (Privately Held) — $110M total funding across 7 rounds
- **Headquarters**: Foster City, California, United States
- **Founded**: 2006
- **Founders**: Dr. Hui Zhang, Dr. Ion Stoica, Aditya Ganjam, Jibin Zhan

## Core Business
- **Primary industry**: Digital Experience Monitoring (DEM), analytics, and software development
- **Target customers**: B2B — streaming platforms, media companies, and any organization running consumer-facing digital products (apps, websites, AI agents)
- **Mission**: "Reimagining consumer-perspective analytics" — turning every digital interaction into outcome-based intelligence that reveals how experiences truly perform and drive results

## Products & Services
- **Conviva Platform (Consumer-Perspective Analytics)**: A SaaS analytics platform that ingests full-census client-side telemetry (sensors on 99% of devices) and uses a patented stateful analytics engine to continuously analyze every session and conversation. It exposes behavioral patterns, connects them to business outcomes, and surfaces opportunities for improvement in real time. Supports apps, websites, and AI agents.
- **Digital Product Insights**: A new offering built for the agentic era, providing experience analytics for apps, websites, and AI agents — measuring outcomes, friction, and risk once AI is deployed in production.
- **Time-State Data Platform**: Conviva’s underlying data platform that enables explainable, real-time analysis of complex systems (originally built for video QoE, now extended to agentic AI).

## Market Standing
- **Valuation/Market Cap**: Not disclosed
- **Key Metric**: Total Funding of **$110M** (as of latest round)
- **Notable Investors/Partners**: Foundation Capital, Kalaari Capital, Notable Capital; also backed by multiple venture rounds and corporate investors. Partners include major streaming platforms (Fox, Peacock).
- **Growth Signals**:
  - 267 employees (+4.8% YoY) operating across 12 countries including India, China, UK, Spain, Brazil
  - Named a **Leader in Digital Analytics by G2 Winter 2026**
  - Recognized as a **Visionary in the 2025 Gartner® Magic Quadrant™ for Digital Experience Monitoring**
  - Processes **5 trillion+ events/day** with **12 billion+ metric computations/minute**
  - 7 billion+ sensors deployed on devices

## Competitive Advantages
- **Full-census, client-side telemetry** (not sampling) — every interaction is captured, providing a complete view of consumer experience
- **Patented stateful analytics engine** that connects behavioral patterns to outcomes in real time
- **Unmatched scale**: 99% sensor coverage on devices, handling trillions of events daily
- **Agentic AI readiness**: Extending its analytics to measure the behavior, efficiency, and failure modes of AI agents in production — a frontier few competitors address
- **Industry-first achievement**: Only intelligence layer that links consumer engagement patterns to business outcomes at any scale

## Strategic Focus
- **Expanding from video experience analytics into agent experience analytics** — measuring how effectively AI agents reach outcomes, how much friction they introduce, and where breakdowns occur across real customer interactions
- **Reducing data warehouse costs** by providing actionable intelligence that lowers the need for massive raw data storage
- **Improving MTTD (Mean Time to Detection)** and overall customer satisfaction for digital products

## Why Work Here
- **Culture highlights**: Values include "growth mindset," "ownership & urgency," "curiosity & desire to learn," "positive energy & intent," "eagerness to understand & solve customer problems," and "instinct to act & help." Emphasis on collaboration, accountability, and innovation.
- **Remote/hybrid/office policy**: Offices in **Silicon Valley (Foster City, CA)**, **Bengaluru, India**, and **Beijing, China**. The Bengaluru office features a "work-from-anywhere atmosphere" with active communal spaces and quiet zones; the Foster City HQ is an open workspace with sweeping views. Not explicitly remote-first, but flexible work environment is described.
- **Notable perks**:
  - Daily catered lunches, snacks, and beverages
  - Gym & shower facilities, bike storage, outdoor courtyard
  - EV charging stations
  - Shuttle service to Hillsdale Caltrain Station (Foster City)
  - Health insurance, wellness programs, retirement plans (varies by region)
  - Career coaching, internal leadership development, funding for personal/professional development
  - Corporate social responsibility: volunteer time off, donation matching
  - Inclusivity & belonging initiatives, cultural celebrations
- **Engineering culture**: Innovation-driven, working on big data streaming, real-time analytics, and AI agent measurement. Teams are technical (146 people in technical roles), with alumni going to Google, Amazon, Apple, Roku, etc. Talent sourced from top tech companies (Amazon, Google, New Relic, Akamai).

## Sources
1. [conviva.ai](https://www.conviva.ai/)
2. [conviva.ai/careers](https://www.conviva.ai/careers/)
3. [conviva.ai/conviva-leadership](https://www.conviva.ai/conviva-leadership/)
4. [linkedin.com/company/conviva](https://www.linkedin.com/company/conviva)
5. [conviva.ai/job-listings](https://www.conviva.ai/job-listings/)

## Other roles at Conviva

- [Senior Software Engineer — Distributed Systems](https://feeny.ai/job/senior-software-engineer-distributed-systems-conviva-bengaluru-8tb30dzsy0ex) — Bengaluru, India
- [Staff Security Operations Engineer](https://feeny.ai/job/staff-security-operations-engineer-conviva-bengaluru-3cfkxbf5kh5p) — Bengaluru, India
- [Staff DevOps Engineer](https://feeny.ai/job/staff-devops-engineer-conviva-bengaluru-4bz5qy1bws0n) — Bengaluru, India
- [Technical Recruiter (Contract)](https://feeny.ai/job/technical-recruiter-contract-conviva-bengaluru-bp6jj45r1anx) — Bengaluru, India
- [Accountant, Payroll and Stock Admin](https://feeny.ai/job/accountant-payroll-and-stock-admin-conviva-foster-city-kfv17zzvh3f2) — Foster City, CA
- [IT Specialist](https://feeny.ai/job/it-specialist-conviva-foster-city-mw65rzy71z5t) — Foster City, CA
- [Senior Engineer- Android](https://feeny.ai/job/senior-engineer-android-conviva-bengaluru-cyjvbckrn1ha) — Bengaluru, India
- [Account Manager](https://feeny.ai/job/account-manager-conviva-foster-city-6yfx2p0vy8wr) — Foster City, CA
- [Strategic Finance Manager](https://feeny.ai/job/strategic-finance-manager-conviva-foster-city-gct8w95gx60f) — Foster City, CA
- [Product Support Engineer](https://feeny.ai/job/product-support-engineer-conviva-bengaluru-anj3421vkfen) — Bengaluru, India