Technical Product Support Manager

3 weeks ago

Newcastle upon Tyne, United Kingdom Resolve Systems Full time

About Resolve


Resolve helps enterprise IT teams achieve agile, autonomous operations with an industry-leading intelligent automation platform. By combining insights from artificial intelligence with powerful, cross-domain automation, Resolve handles a wide array of IT operations – from dependency mapping, event correlation, and noise reduction to intelligently automating actions based on those findings. Purpose-built to address challenges posed by increasing IT complexity, Resolve’s no-code IT automation enables organizations to maximize operational efficiency, reduce costs, quickly troubleshoot and fix problems, and accelerate service delivery. Resolve is majority owned by Insight Partners, a leading global venture capital and private equity firm investing in high-growth technology and software companies.



Job Summary


Resolve is hiring a Technical Product Support Manager to lead a team of technical support analysts and engineers. As the technical leader of this team, you will be vital to the success of our customers and the growth of the technical skills within the support team. This role is designed for a leader who brings not only a deep understanding of IT automation but also a hands-on approach to customer support. The ideal candidate will balance technical expertise, leadership skills, and a willingness to directly engage in resolving complex support cases.



Key Responsibilities:


  • Customer-Obsessed: Ensure regular communication with customers to identify the source of the issue and provide timely remediation. Take a hands-on approach in handling high-level support cases, demonstrating problem-solving skills and a commitment to resolving customer issues.
  • Automation Obsessed: Identify opportunities for process improvement and eliminate redundant tasks. Champion a culture of continuous improvement, leveraging customer and team feedback to eliminate roadblocks and improve the customer support experience.
  • Bias for Action: Demonstrate problem-solving skills and a commitment to resolving customer issues. Facilitate close collaboration with the product development and engineering teams to ensure comprehensive technical knowledge of our offerings. Provide direct intervention when necessary, working alongside team members to resolve complex issues.
  • Make and Meet Commitments: Ensure regular customer communication in all open support cases. Empower accountability for team performance and customer SLAs.
  • Ownership: Directly manage and lead the Customer Support team. Drive support escalations to resolution. Identify and develop growth opportunities for team members.
  • Raise the Bar: Train and mentor support team members, emphasizing the importance of a hands-on approach and deep technical understanding of our products. Analyze support metrics to identify trends, foresee potential issues, and enact proactive solutions.




Qualifications:


  • A hands-on approach to problem-solving and the ability to engage in complex case resolutions.
  • Over five years of technical support experience, with a focus on Network Operations, third-party integration technologies, such as APIs, REST Web Services, and Webhooks.
  • Superior communication and interpersonal skills, emphasizing customer service.
  • A strong technical foundation in IT automation, orchestration solutions, and SaaS products.
  • Proven track record in creating a collaborative team environment.
  • Proficiency in support ticketing/case management systems and software, with direct experience in case escalation resolution.
  • Ability to work under pressure, with excellent analytical, reverse engineering, and problem-solving skills.
  • Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.


Compensation and Benefits


  • Health insurance
  • Strong company culture
  • Autonomy and growth
  • An open-minded environment that encourages innovation
  • Base salary range: 70k-85k GBP

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