Product Support Manager

Overview:

Job Duties:

• Manage Product Support operations for customers across the US, Europe, and Asia-Pacific, ensuring seamless service delivery.
• Develop, implement, and monitor a strategic Product Support Roadmap with key objectives, and results aligning with company goals and customer needs.
• Ensure clear, concise, and effective communication across the support team and with key stakeholders, including customers and internal departments.
• Serve as the key liaison between support teams and leadership, translating complex issues into actionable insights.
• Lead performance reviews, provide constructive feedback, and implement development plans for team members.
• Conduct performance reviews for the support engineering team, setting and evaluating SMART (Specific, Measurable, Achievable, Relevant, Time-bound) goals to drive professional growth and operational excellence.
• Build and maintain strong customer relationships, ensuring high levels of satisfaction and engagement.
• Collaborate with Product Managers, Account Managers, Cloud Operations, and Product Engineering to prioritize tasks based on customer requirements.
• Oversee backlog management in JIRA, ensuring timely assignment of tickets and adherence to service level agreements (SLAs).
• Identify and recommend enhancements to support processes and tools to address functional and technical gaps.
• Manage product support engineering capacity, including recruitment and resource allocation as needed.
• Efficiently administer the full-service management lifecycle for both on-premises and AWS-based SaaS customers.
• Utilize tools such as AWS Insights to capture and analyze customer data, identifying trends and driving continuous improvement initiatives.
• Proactively manage customer escalations, implementing strategies to enhance the overall customer experience.
• Assess technical skill gaps within the support engineering team, particularly in technologies such as Python, JavaScript, MongoDB, Redis, and RabbitMQ, and implement targeted training initiatives.
• Develop and maintain a comprehensive knowledge base by systematically organizing information from customer tickets, user guides, and product documentation.
• Lead root cause analysis for customer incidents, identifying resolutions and implementing workarounds as needed.

• Bachelor's or Master's degree in Computer Science, Information Technology, Information Systems, or a related field.
• Minimum of 8 years of overall IT experience, including at least 5 years in managing application or product support teams.
• Proficiency in using Jira, Webex, MS Office, and Jira Service Desk Plus.
• Extensive experience in incident management, problem management, and change management.
• Demonstrate strong written and verbal communication skills to articulate technical and process-related information to both technical and non-technical audiences.
• Strong analytical and problem-solving skills with the ability to assess and troubleshoot complex technical issues.
• Excellent communication, interpersonal, and leadership skills.
• Proven ability to thrive in fast-paced, high-pressure environments.
• Strong analytical and data management capabilities.
• In-depth knowledge and practical experience with the ITIL framework.
• Expertise in IT Service Management (ITSM) practices.
• Experience in optimizing and improving service desk processes.
• Willingness to travel as required to support and enable customers worldwide.