Product Support Manager

Requirements

Must-haves

• 5+ years of software development experience in technical product support, solutions engineering, or related roles
• Experience leading or managing technical support teams
• Experience with SaaS platforms
• Experience with APIs, integrations, logs, and databases
• Proficiency with troubleshooting complex system behaviors across distributed environments
• Ability to collaborate closely with Product and Engineering teams on issue resolution and prioritization
• Ability to define and optimize support workflows, SLAs, and operational metrics
• Strong communication skills in both spoken and written English

Nice-to-haves

• Startup experience
• Bachelor’s Degree in Computer Engineering, Computer Science, or equivalent

What you will work on

• Act as the escalation owner for complex, high-impact technical support issues
• Work hands-on with customers to investigate and resolve problems related to APIs, integrations, configurations, and platform behavior
• Define and execute a strategy to improve support response times and ticket resolution efficiency
• Reproduce reported issues, analyze logs and data, and deliver clear root-cause analysis
• Lead, coach, and develop a team of product support engineers, setting standards for quality, ownership, and responsiveness
• Own support processes, tooling, and SLAs, driving continuous operational improvements
• Review and audit support cases to ensure technical correctness and high-quality customer communication
• Identify recurring issue patterns and collaborate with Product and Engineering to influence roadmap priorities and long-term fixes
• Partner with Engineering on bug tracking, prioritization, and resolution workflows
• Provide structured feedback to Product on customer pain points, usability gaps, and feature needs
• Create and maintain internal and customer-facing documentation to reduce repeat issues and improve support effectiveness