Product Support Manager

  • Closed
  • US Company | Medium ( employees)
  • LATAM (100% remote)
  • 5+ years
  • Long-term (40h)
  • Finance
  • Full Remote

Required skills

  • SaaS-based products
  • Integration Tests
  • API Integrations

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