Resolve launches the industry’s first automation as-a-service. Learn More ›

Technical Product Support Manager

US/UK (Remote)

Resolve is hiring a Technical Product Support Manager to lead a team of technical support analysts and engineers. As the technical leader of this team, you will be vital to the success of our customers and the growth of the technical skills within the support team. This role is designed for a leader who brings not only a deep understanding of IT automation but also a hands-on approach to customer support. The ideal candidate will balance technical expertise, leadership skills, and a willingness to directly engage in resolving complex support cases.

Responsibilities

  • Customer-Obsessed: Ensure regular communication with customers to identify the source of the issue and provide timely remediation. Take a hands-on approach in handling high-level support cases, demonstrating problem-solving skills and a commitment to resolving customer issues.
  • Automation Obsessed: Identify opportunities for process improvement and elimination of redundant tasks. Champion a culture of continuous improvement, leveraging customer and team feedback to eliminate roadblocks and improve the customer support experience.
  • Bias for Action: Demonstrate problem-solving skills and a commitment to resolving customer issues. Facilitate close collaboration with the product development and engineering teams to ensure comprehensive technical knowledge of our offerings. Provide direct intervention when necessary, working alongside team members to resolve complex issues.
  • Make and Meet Commitments: Ensure regular customer communication in all open support cases. Empower accountability for team performance and customer SLAs.
  • Ownership: Directly manage and lead the Customer Support team. Drive support escalations to resolution. Identify and develop growth opportunities for team members.
  • Raise the Bar: Train and mentor support team members, emphasizing the importance of a hands-on approach and deep technical understanding of our products. Analyze support metrics to identify trends, foresee potential issues, and enact proactive solutions.

Qualifications/Experience

  • A hands-on approach to problem-solving and the ability to engage in complex case resolutions.
  • More than five years of technical support experience, with a focus on Network Operations, third-party integration technologies, such as APIs, REST Web Services, and Webhooks.
  • Superior communication and interpersonal skills, emphasizing customer service.
  • A strong technical foundation in IT automation, orchestration solutions, and SaaS products.
  • Proven track record in creating a collaborative team environment.
  • Proficiency in support ticketing/case management systems and software, with direct experience in case escalation resolution.
  • Ability to work under pressure, with excellent analytical, reverse engineering, and problem-solving skills.
  • Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

To apply, fill out the form below and attach your resume. You can also reach out to us directly at [email protected].

Please enable JavaScript in your browser to complete this form.
Name
Click or drag a file to this area to upload.

About Resolve

At Resolve, our focus on empowering human ingenuity extends well beyond our products and begins with the people in our organization. We are looking for individuals with a strong sense of pride in their performance, an appetite for innovation and a desire to join a worldwide company that is on a rapid growth trajectory. We offer our employees an opportunity to work in a fun, fast-paced environment, as well as competitive compensation and benefits. If you’re looking for an opportunity to make a noticeable impact on a growing organization, want to be recognized and rewarded for your efforts and realize your full potential, we invite you to explore a career with us.

What We Offer

  • Medical, dental, vision and life insurance
  • Strong company culture
  • Autonomy and growth
  • An open-minded environment that encourages innovation
  • Base salary range: 95k-110k USD

↵ Back to Resolve Careers