Sr. Technical Product Support Manager

Bachelor's degree in Computer Science, Information Technology, or related technical field, or equivalent practical experience. 5+ years of experience in a Technical Support, Product Support, or related customer-facing technical role. 2+ years of experience in a supervisory or management role, leading a technical team. Proven expertise in technical troubleshooting, root cause analysis, and issue escalation management within a B2B SaaS environment. Strong technical foundation with familiarity in SSO, APIs, SQL databases, and cloud environments (e.g., AWS/Azure). Deep understanding or industry expertise across key data technologies, including data warehousing, data engineering, data science, BI, and data analytics. Exceptional written and verbal communication skills. Superior problem-solving, analytical, and critical thinking abilities. Demonstrated ability to manage high-pressure situations. Strong leadership and mentoring skills. Customer-obsessed mindset.

Lead, mentor, and develop a team of Technical Product Support Specialists. Manage team scheduling, capacity, and performance to ensure SLAs and KPIs are met. Oversee technical training and onboarding of new support staff. Conduct regular one-on-ones and performance reviews. Act as the final point of escalation for complex technical issues. Own and refine the escalation process. Analyze support data to identify trends and prevent escalations. Develop and maintain in-depth technical knowledge of products. Contribute to knowledge base articles and technical documentation. Translate support data and customer feedback into product and process improvement opportunities. Develop, implement, and maintain efficient technical support strategies. Evaluate and recommend new support tools. Collaborate with Product Management to advocate for bug fixes and influence the roadmap. Partner with Customer Success and Sales teams for technical expertise.