Manager, Product Support
Core
Establish the European support operation for a mobile-first work execution platform used by industrial and frontline teams to manage assets and work orders.
Role type
Senior IC manager of Level 2 technical support specialists
Builds
A distributed EMEA support operation with consistent cross-regional handoffs and training
Domain
Industrial operations software / B2B SaaS
Required skills
Technical triage and escalation, people leadership for technical specialists, process ownership for follow-the-sun models, data analysis of case trends and DSAT, stakeholder management with Product/Engineering, workforce management planning
Preferred skills
API fluency, experience with Zendesk, Assembled, Intryc, JIRA/Linear/Pluno AI, active use of AI and automation
Technologies
Zendesk, Assembled, Intryc, JIRA, Linear, Pluno AI
Responsibilities
Own triage and cross-regional handoffs, build EMEA onboarding and training, step into CSM and escalation conversations with enterprise customers, analyze case trends and DSAT to drive product improvements, coach and assess team performance, plan regional coverage and balance queue demand
Seniority
Manager, hands-on IC