Partner Support Manager

Goodweek

Partner Support Manager handling operational support requests and troubleshooting for MSP partners on an AI management platform. Collaborating with Engineering and keeping partners informed with clear updates.

Posted 7/8/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $80,000 per yearWebsite

About the role

Key responsibilities & impact

handling inbound operational support requests
troubleshooting reported issues
qualify each request, gather all the information needed for resolution
escalate to Product and Engineering with a clean, actionable brief
keep MSPs informed with clear status updates, ETAs, and confirmation when a fix ships
Track every open bug and feature request from intake → triage → fix → release → MSP communication
Run the weekly bug triage with Product and Engineering

Requirements

What you’ll need

4+ years in operational customer support/customer care, QA with client facing experience, at a B2B SaaS company
Experience with ticketing systems such as Zendesk, Intercom, or similar
Strong Product knowledge and basic technical instincts
Excellent written communication
Excellent interpersonal skills
Operator mindset
AI in your daily work

Benefits

Comp & perks

comprehensive health and dental coverage
401(k) retirement plan

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

TroubleshootingIssue QualificationBug TrackingFeature Request ManagementTriage Process

Soft Skills

Excellent Written CommunicationInterpersonal SkillsOperator Mindset