Clarity

Product Manager

• Own the process of translating customer and industry needs and wants into software tickets. Manage the ticket lifecycle from creation through the software team development utilization.
• Regularly translate strategy into tactical and tangible action items or tickets for the product or software development teams.
• Maintain team goals and visions, energizing and encouraging the team to deliver results.
• Collaborate closely with the product team, engineering, and other key stakeholders to gather and analyze product requirements to create, prioritize, and iteratively deliver the best business value.
• Translate customer needs into clear and actionable user stores with well-defined acceptance criteria.
• Create and define solutions for prioritized backlog items.
• Facilitate execution across the team by partnering with engineers, spotting, and addressing problems before they escalate, and unblocking progress when needed.
• Deliver feedback and metrics to applicable parties with testing and team recommendations.
• Set expectations for delivery of new functionality with applicable parties.
• Clearly deliver and define key product features or updates with responsible parties to deliver high quality software features.
• Develop a deep understanding of our customers and the impact of our product on their lives.
• Stay up to date on relevant industry trends and best practices and constantly exchange ideas.

Product Owner

Support Engineer

• Own customer issues from first contact through resolution, ensuring nothing falls through the cracks
• Provide high-quality technical support via email and chat, with a focus on clarity, accuracy, and empathy
• Educate customers on how to effectively use different features and workflows across the Studio Designer and Mydoma platforms, helping them work more confidently and efficiently
• Troubleshoot software, data, and workflow issues across Studio Designer and Mydoma
• Ask thoughtful questions, investigate root causes, and provide accurate solutions
• Identify patterns in customer feedback and proactively share insights with internal teams
• Clearly document issues, resolutions, and learnings to improve future support outcomes
• Stay deeply knowledgeable about our products, new features, and evolving best practices
• Follow up with customers to confirm resolution and ensure they feel confident and supported
• Create, maintain, and improve Knowledge Base articles and internal documentation to help customers and teammates find clear, accurate answers independently

Product Owner

Technical Support Associate