Product Support Manager

Job Summary

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