Leading the Tier 4 Product Support team, the full-time Product Support Manager will manage escalations from T2 and T3, develop a team of subject matter experts, and influence product development by collaborating with R&D while working remotely. Key responsibilities Own the T4 escalation function end-to-end, including triage, resolution, and stakeholder communication Lead, develop, and performance-manage a team of approximately 10 subject matter experts across multiple product domains Partner with R&D to influence prioritization of product features based on escalation volume and customer satisfaction data Required qualifications 6+ years in product or technical support at a B2B SaaS company, with at least 2 years in a management role Proven experience managing a deep technical support function and understanding the distinction between support backlogs and product issues Strong technical foundations, including the ability to read logs and understand API behavior Demonstrated ability to manage relationships with senior stakeholders, including engineering leads and product managers AI Fluency Level 4 or equivalent hands-on experience in building AI-powered tools or systems
Product Support Manager in workfromhome at Unknown Company
This position is listed as full time and able to be worked remotely.