Product Support Manager
- 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
- 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
- Startup experience
- Bachelor’s Degree in Computer Engineering, Computer Science, or equivalent