Technical Product Support Manager, SaaS Operations

About the Role

Rockets. Hypersonic aircraft. Spacecraft. Autonomous flight. Fusion. Satellites. Drones. We’re helping our partners build and operate products that are shaping the future. We're looking for an experienced and results-driven Technical Product Support Manager to lead our dynamic hybrid team of support consultants and engineers. You will champion customer success, streamline operational processes, and drive technical excellence within a fast-paced SaaS environment. This role requires a blend of strategic leadership, technical expertise, and customer advocacy to elevate our support services into a competitive differentiator. Manufacturing experience and a background in enterprise software are essential.

You will collaborate cross-functionally to drive product enhancements and ensure that our support team remains a key differentiator in a competitive market. Ideal candidates have a strong technical background, proven leadership skills, and a passion for solving complex problems while ensuring customer success. If you're driven by a curiosity for how systems work and thrive in a team-based environment, this is the role for you.

What You'll Do

Team Leadership & Development:

• Lead, mentor, and develop a high-performing technical support team, setting clear objectives and fostering a culture of collaboration, accountability, and continuous improvement.
• Oversee day-to-day support operations, managing workload distribution, escalation paths, and adherence to established KPIs and SLAs.
• Establish team goals, processes, and objectives that align with the company's growth and customer satisfaction targets.
• Implement methods to collect and objectively measure customer satisfaction and experience ratings.
• Conduct regular performance evaluations, provide actionable feedback, and create professional growth plans for your team.
• Frequently engage in ad hoc project work for customers or other internal departments.
• Provide a repeatable, rigorous, and relentless investigative approach to solving customer issues and troubleshooting application/integration behavior. Develop this into a model and ensure all support team members execute it consistently.
• Demonstrate individual ability to adapt to fluctuations, variability, and surges in workload—actively managing, balancing, and mentoring the support team to be resilient and work sustainably.

Technical Excellence & Escalation Management:

• Act as the primary escalation point for complex technical issues, providing expert-level troubleshooting, root-cause analysis, and hands-on resolution.
• Foster a culture where the support team proactively identifies, addresses, and contributes solutions, including direct collaboration on software fixes via pull requests when appropriate.
• Maintain a deep understanding of our SaaS platform, integrations, and customer-specific implementations to ensure rapid and effective problem resolution.
• Develop a competent hybrid support team comprising support consultants, agents, and support engineers located across the US and Europe.

Operational Strategy & Process Optimization:

• Design and implement robust support processes to reduce response and resolution times, improve efficiency, and enhance customer satisfaction.
• Collaborate cross-functionally with product management, engineering, services, and customer success teams to influence product improvements based on customer feedback and support trends.
• Create and maintain comprehensive internal and external knowledge bases, documentation, runbooks, and SOPs.
• Contribute to our brand, values, culture, and progress, ensuring that the support team and our services provide differentiating advantages in a competitive marketplace.

Customer Advocacy & Engagement:

• Deliver exceptional customer experiences through personalized, empathetic, and proactive support interactions.
• Serve as a vocal advocate for customer needs, ensuring their feedback drives product enhancements and internal process improvements.
• Communicate transparently and effectively with customers regarding product updates, known issues, and solutions.
• Proactively identify customer risks and collaborate internally to drive retention, adoption, and satisfaction.

Metrics-Driven Approach:

• Utilize tools like Jira Service Management and Confluence to effectively track, manage, and report on support performance metrics (e.g., response time, resolution rate, CSAT, escalation frequency).
• Leverage support data analytics to identify recurring issues, proactively suggesting strategic improvements to product and customer success teams.

You Are a Great Fit If You Have

• 5+ years of experience leading technical support teams in SaaS or technology-focused environments.
• A background in manufacturing and enterprise software used by manufacturing organizations.
• Enterprise software/SaaS product development.
• Demonstrated success in customer-centric roles, emphasizing customer satisfaction and retention.
• Excellent analytical skills, capable of diagnosing complex technical issues and articulating solutions clearly to technical and non-technical audiences.
• Strong hands-on technical skills, with proficiency or familiarity in Jira, Jira Query Language (JQL), Grafana, C#/.NET, Angular, and MS SQL.
• Experience with software development processes, quality assurance, and software troubleshooting.
• Exceptional interpersonal, communication, and leadership skills.
• Proven ability to manage multiple priorities effectively in a dynamic, rapidly changing environment.
• Bachelor's degree or equivalent experience in Computer Science, Engineering, Information Technology, or related fields.

Why Join Us

• Be a key player in shaping the future of technical support at a rapidly growing SaaS company.
• Work alongside passionate, talented professionals in a collaborative, innovative environment.
• Opportunity for professional growth and continuous learning.
• Make a direct impact on customer success, product direction, and company culture.

We invite passionate, empathetic, customer-focused, and motivated leaders who thrive on solving complex challenges to join our mission and contribute to our customers’ continued success.