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Product Support Manager – Strider
Requirements
Must-haves
5+ years of software development experience in technical product support, solutions engineering, or related roles
Experience leading or managing technical support teams
Experience with SaaS platforms
Experience with APIs, integrations, logs, and databases
Proficiency with troubleshooting complex system behaviors across distributed environments
Ability to collaborate closely with Product and Engineering teams on issue resolution and prioritization
Ability to define and optimize support workflows, SLAs, and operational metrics
Strong communication skills in both spoken and written English
Nice-to-haves
Startup experience
Bachelor's Degree in Computer Engineering, Computer Science, or equivalent
What you will work on
Act as the escalation owner for complex, high-impact technical support issues
Work hands-on with customers to investigate and resolve problems related to APIs, integrations, configurations, and platform behavior
Define and execute a strategy to improve support response times and ticket resolution efficiency
Reproduce reported issues,



analyze logs and data, and deliver clear root-cause analysis
Lead, coach, and develop a team of product support engineers, setting standards for quality, ownership, and responsiveness
Own support processes, tooling, and SLAs, driving continuous operational improvements
Review and audit support cases to ensure technical correctness and high-quality customer communication
Identify recurring issue patterns and collaborate with Product and Engineering to influence roadmap priorities and long-term fixes
Partner with Engineering on bug tracking, prioritization, and resolution workflows
Provide structured feedback to Product on customer pain points, usability gaps, and feature needs
Create and maintain internal and customer-facing documentation to reduce repeat issues and improve support effectiveness
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Product Management
Industries
IT Services and IT Consulting and Financial Services
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Postúlate en Kit Empleo: kitempleo.com.ar/empleo/q3d6a

📌 Product Support Manager (Tandil)
🏢 Strider
📍 Tandil