Technical Product Support Manager

We are seeking a Technical Product Support Manager to oversee and coordinate the ongoing stability and reliability of a mission-critical product. This role ensures that appropriate technical expertise is available to address high-severity incidents, outages, or critical failures. The individual will serve as the point of contact for incident escalation, resource coordination, and communication between technical teams and stakeholders. The individual in this role will require technical expertise, leadership, and management skills to be successful.

Responsibilities

Product Support & Incident Management

• Serve as primary coordination for product support escalations; organize technical resources during incidents and ensure post-incident reports are completed.
• Confirm points of contact, approvers, and witness roster; align access and change windows that affect deployment and testing.
• Maintain readiness plans, escalation procedures, and operational run-books; update after acceptance tests and changes.

Communication & Coordination

• Interface directly with vendor partners and internal teams during support events.
• Provide clear updates to stakeholders on status, risks, and resolution progress.
• Maintain readiness plans, documentation, and escalation procedures.

Documentation and Knowledge Management

• Set a single source of truth for integration, testing, safety, and operations documentation, including versioning, permissions, and retention.
• Approve repository structure and evidence-retention locations; keep the evidence index current and searchable.
• Ensure delivery and currency of the documentation set, including QA plan, as-builts, configuration baseline, backup and restore procedure, troubleshooting guide, service bulletins, O&M run-book, SAT plan, SAT results, and commissioning logs.

Process & Continuous Improvement

• Establish and refine incident response processes, runbooks, and checklists.
• Conduct post-incident reviews and integrate lessons learned into support practices.
• Identify and close gaps in tooling, monitoring, or staffing related to product support.

Qualifications

Required

• 3-5+ years in technical operations, product support, product management, or engineering leadership.
• Strong technical problem-solving skills.
• Strong background in incident management and vendor coordination.
• Ability to quickly assess technical issues and allocate resources effectively.
• Excellent communication skills, with the ability to translate technical details for non-technical stakeholders.

Preferred

• Experience working in product leadership.
• Background in systems design and experience with systems thinking.
• Experience with mission-critical product environments.
• Familiarity with monitoring, alerting, and incident response tools.
• Technical background in software development, infrastructure, or systems engineering.