Proesc

Product Manager

• Define the vision, strategy, and roadmap for the data and AI platform, aligning them with the company's OKRs and strategic goals.
• Prioritize the product backlog based on business impact, effort, technical dependencies, and user needs.
• Manage and keep the backlog prioritized, aligned with the company's vision and its stakeholders;
• Lead agile ceremonies such as dailies, plannings, reviews, and retrospectives with your team(s);
• Manage expectations of all stakeholders involved in your areas of work;
• Perform functional validations/tests of development team releases related to your squad(s) before approving a release;
• Continuously seek to improve area processes, achieving measurable results;
• Understand the pains and needs of our customers—whether employees of educational institutions or internal teams—translate them into product requirements, and prioritize them according to the company's strategic objectives;
• Make prioritization decisions always based on data from current operations, research, POCs, or any available and reliable source;
• Understand, define, and document the business rules of Proesc products to support the evolution of those products;
• Measure, monitor, and act on the success or failure of product launches;
• Experience collaborating with other departments and strong communication skills to ensure all parties understand the goals, strategies, and expectations related to cross-departmental projects and initiatives.

Product Manager, Mid-level

Support Engineer

• Respond to customer requests in real time, ensuring efficient and courteous communication.
• Log and categorize tickets in Zendesk, prioritizing and escalating requests as needed.
• Provide low- and medium-complexity solutions, such as guidance on platform usage and resolution of common questions.
• Monitor open tickets to ensure updates and resolutions are provided within established SLAs.
• Collaborate with Tier 2 (N2) and Tier 3 (N3) teams to route more technical or complex issues, following up until final resolution.
• Share feedback and insights gathered from support interactions to help improve processes and platform features.
• Participate in training to enhance technical knowledge and service quality.

Product Manager, Mid-level

Level 1 Support Analyst – Junior