Lead - Product Support

Role: Product Support Lead (Tech Support) - Job Description (Dedicated Night Shift) About the team The WH Ops support team within product support provide L1 debugging support for technical issues from products & systems from the 80+ Instamart warehouses across India. The team is dedicated to the vision of ensuring that the end customer makes full use of the products without any blockers in business continuity.. The team is also built with the focus of ensuring the launch, distribution & scalability of products happen at an efficient and fast pace. About the Role As an integral part of the WH support team, the candidate would be responsible for providing tech support to Instamart’s WH (Viniculum) suite of products and the inhouse WMS that is being built upon. The candidate should have an entrepreneur type mindset, System thinking and Empathetic towards the end users. He/She should be consistently providing solutions to improve the experience of our products and dependent cross functions (Instamart Operations, Business & WH teams). This role requires intense collaboration with the Vinculum engineering and product team so that they are on top of the issues that are being raised from the respective WH products. The candidate would be required to proactively voice their opinions, concerns and callouts among the larger stakeholder group. Also,the candidate will be required to perform real-time configurations to ensure our Products run on full effectiveness. The role also focuses on understanding the data and information available - both quantitative and qualitative, consistently communicating product feedback and insights. What you’ll do 1. On-call support: Act as the L1 for all issues arising from warehouse and provide timely & effective resolution as per the SOPs and playbooks and thereby unblocking the WH ops teams to ensure business continuity. 2. Incident & SLA Management: Establish, track, and report on key service level agreements (SLAs) for critical warehouse tickets, ensuring timely resolution and clear communication to stakeholders. 3. Process Ownership & Standardization: Own the end-to-end design, documentation (SOPs), and training material for all core warehouse workflows (inwarding, putaway, replenishment, picking, packing, and dispatch). 4. Technology Rollout & Change Management: Design comprehensive training materials and change management plans to support the successful rollout of new tooling, including handheld scanners, sorter integrations, and WMS upgrades. 5. Vendor & Project Management: Manage change requests and enhancements with 3rd party vendors, ensuring timely delivery and successful integration into our operations. 6. Operational Incident Analysis: Conduct deep-dive root-cause analysis on critical operational incidents (e.g., short expiry issues, mis-picks, stock discrepancies) and implement robust corrective and preventive action plans to eliminate recurrence. 7. Cross-Functional Collaboration: Serve as the key liaison between Operations and WMS/SCM Product and Engineering teams, translating real-world operational pain points into clear, actionable product requirements and system configurations. 8. Continuous Improvement: Proactively identify process bottlenecks through time-motion studies, exception reporting, and on-floor observation. Recommend, pilot, and scale process changes that drive efficiency and cost reduction. What you'll need & What we look for Comfortable working in dedicated night shifts with a flexible schedule to support teams as needed. Excellent written and verbal communication skills, with a demonstrated ability to manage and influence diverse stakeholders across Product, Engineering, Operations, Business, and Vendor/Partner teams. Strong interest in picking up new skills and learning technology-oriented tools like GitHub. Strong consumer-centricity and empathy towards end users. Proactive and hands-on mindset, never hesitating to address issues directly. Quick learner with strong atten