Overview:

The Product Support Manager at Itential provides support and leadership to a team of IT support also known as product support engineering staff. The manager ensures that the team provides prompt, efficient, and accurate technical support to users. They also liaise with other departments to ensure that user requests are met in a timely manner. The Product Support Manager also develops and implements procedures and policies providing product support services. In addition, they may also be responsible for training customers, or new staff members and providing mentorship to existing support staff.

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.