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Product Support Manager
hace 4 horas
Product Support Manager – Strider 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 Seniority level Mid‑Senior level Employment type Full‑time Job function Product Management Industries IT Services and IT Consulting and Financial Services #J-18808-Ljbffr
