Product Support Manager

Role Summary:

We are looking for a Product Support Manager to own the ongoing support, stability and continuous improvement of our digital products and applications.

This role sits between operations, engineering, and stakeholders, ensuring issues are effectively managed, communicated, and resolved. You will be responsible for maintaining a high-quality support experience, coordinating across teams and driving timely resolution of incidents and defects.

You will need the ability to thrive in fast-paced environments, be organised and enjoy bringing structure and clarity to complex problems. You will need to be comfortable discussing technical issues with engineers and providing updates to business stakeholders and clients.

Responsibilities:

❖Own the end-to-end incident and issue management process

❖ Manage support tickets, escalations and service levels

❖ Act as the primary point of contact for stakeholders and users regarding product issues

❖ Coordinate with engineering teams to investigate defects and ensure timely resolution

❖ Track communicate and report on incidents, their root causes and trends

❖ Facilitate triage meetings and push for issue resolution across cross-functional teams

❖ Maintain support documentation, knowledge bases and operational procedures

❖ Monitor application performance and identify opportunities for continuous improvement

❖ Support product releases and ensure smooth deployment and post release monitoring

❖ Build strong relationships with clients and internal stakeholders providing clear and proactive communication

❖ Establish and improve support processes, metrics and reporting

❖ Contribute to a culture of service excellence and continuous improvement

Requirements

❖ 5+ years of experience in Product Support, Application Support, Service Delivery or Operations roles

❖ Experience managing incidents, tickets and stakeholder communications

❖ Strong understanding of software development lifecycles and agile delivery

❖ Ability to coordinate multiple priorities in a fast-paced environment

❖ Excellent communication and relationship management skills

❖ Experience working closely with engineering and product teams

❖ Strong analytical and problem-solving abilities

❖ Experience with ticketing systems such as Jira or Azure DevOps

❖ Ability to translate technical issues into clear business language

CORE TECH STACK (Flexible)

❖ Backend: C# / .NET / Python

❖ Frontend: React / Next.js

❖ Database: MSSQL, PostgreSQL, Elasticsearch, MongoDB

❖ Cloud: Azure or Google Cloud

❖ Dev Tools: Git, CI/CD pipelines, Docker

Ticketing and Collaboration: Jira, Azure DevOps, Confluence, Teams