Propelus

Senior Technical Product Support Manager

Propelus

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $90,000 - $120,000 per year

Job Level

Senior

Tech Stack

AWSAzureCloudSQL

About the role

  • Lead, mentor, and develop a team of Technical Product Support Specialists.
  • Manage team scheduling, capacity, and performance to ensure achievement of SLAs and KPIs.
  • Oversee the technical training and onboarding of new support staff.
  • Act as the final point of escalation for complex or critical technical issues.
  • Analyze support data, metrics, and customer feedback for product and process improvements.
  • Serve as the voice of the customer within Propelus by collaborating with Product Management and Customer Success.

Requirements

  • Bachelor's degree in Computer Science, Information Technology, or a related technical field, or equivalent practical experience.
  • 5+ years of experience in a Technical Support, Product Support, or related customer-facing technical role.
  • 2+ years of experience in a supervisory or management role, leading a technical team.
  • Proven expertise in technical troubleshooting, root cause analysis, and issue escalation management within a B2B SaaS environment.
  • Strong technical foundation with familiarity in SSO, APIs, SQL databases, and cloud environments (e.g., AWS/Azure). Deep understanding or industry expertise across key data technologies, including data warehousing, data engineering, data science, BI, and data analytics.
Benefits
  • Health insurance
  • 401K with company matching
  • Professional development allowance
  • Paid time off for volunteering, your birthday, and becoming a new parent
  • Lifestyle Spending Account (LSA) for personal well-being

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical troubleshootingroot cause analysisissue escalation managementSSOAPIsSQL databasescloud environmentsdata warehousingdata engineeringdata analytics
Soft skills
leadershipmentoringteam managementperformance managementcustomer collaborationcommunication
Certifications
Bachelor's degree in Computer ScienceBachelor's degree in Information Technology