Product Support Manager

A company is looking for a Product Support Manager to build and scale product support operations.

Key Responsibilities

Own and build the entire customer support experience from initial ticket to resolution

Establish support processes, SLAs, and tooling for world-class customer experiences

Handle complex escalations and partner with engineering to identify product improvements

Required Qualifications

Experience building and scaling technical support operations in a technology company

Proven leadership in managing technical support teams and developing support engineers

Deep technical expertise in software security and package managers, especially npm

Proficiency with CI / CD systems, containerization, and cloud platforms

Strong understanding of software supply chain vulnerabilities and open source security challenges