Product Support Manager

Role Overview

We are seeking a high-energy, strategic Product Support Manager to lead our global, multi-tier support organization (L1, L2, and L3). As the bridge between our customers and our technical teams, you will be responsible for the health of our support ecosystem, the growth of our engineers, and the seamless resolution of complex MDM/UEM challenges.

The ideal candidate blends deep domain expertise with a "customer-first" leadership philosophy.

Key Responsibilities

• Team Leadership: Manage and mentor a distributed global team across L1, L2, and L3 tiers, fostering a culture of technical excellence and empathy.

• Operational Rigor: Define, monitor, and optimize key performance indicators (KPIs) and Service Level Agreements (SLAs) to ensure world-class support delivery.

• Cross-Functional Collaboration: Partner closely with Product, Engineering, and QA teams to advocate for customers and expedite the resolution of complex bugs or feature gaps.

• Process Engineering: Develop and refine support workflows, internal knowledge bases, and onboarding programs to drive operational efficiency.

• Escalation Management: Act as the primary point of contact for high-priority customer escalations, ensuring professional and timely communication through to resolution.

• Talent Development: Lead the hiring, onboarding, and continuous professional development of support engineers.

Required Skills & Experience

• Management: 8+ years leading technical teams in a multi-tier (L1–L3) environment.

• Domain Expertise: Deep technical knowledge of MDM/UEM solutions (e.g., Microsoft Intune, VMware Workspace ONE, Jamf, MobileIron, or IBM MaaS360).

• Technical Stack: Proficiency with industry-standard support tools such as Zendesk, Freshdesk, Jira, or Salesforce Service Cloud.

• Problem Solving: A proven track record of troubleshooting complex enterprise software issues in high-pressure environments.

• Communication: Exceptional stakeholder management skills with the ability to translate technical jargon into actionable business insights.

Preferred Qualifications

• Certifications: Official certifications in MDM/UEM platforms or ITIL Service Management.

• Industry Experience: Previous experience in a fast-paced SaaS or Enterprise Software environment.

• Global Exposure: Experience managing teams across multiple time zones.