Technical Product Support Manager

1 month ago


Mendip, 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



  • Mendip, United Kingdom Propel Full time

    Technical Support Manager (Global)Remote, UK or EMEAcirca £55k +SaaS B2B scale upI am looking for a Technical Support Manager to oversee the management of reported issues from our customers and internal teams. The successful candidate will be responsible for in-housing Technical Support as it has been previously outsourced; the initial triage of issues,...


  • Mendip, United Kingdom UNITED CAPS Full time

    For our Sales & Marketing Department, we are recruiting our Customer Technical Support Manager (CST Manager) to provide technical support for our customers, local sales team and the other internal stakeholders (Plants).Reporting to the Head of CTS, the CST Manager based in the UK will be responsible for:Maintain the relationship with customers with high...


  • Mendip, United Kingdom Loftware Full time

    A career at Loftware is more than just a job – it’s an opportunity to help shape the supply chain of the future.About us:Loftware is the world’s largest cloud-based Enterprise Labeling and Artwork Management provider, offering an end-to-end labeling solution platform for companies of all sizes. Maintaining a global presence with offices in US, UK,...


  • Mendip, United Kingdom Nobi Smart Lamps Full time

    Who we areMeet Nobi, a fast-growing Belgian agetech scale-up on a mission to help senior citizens enjoy life with peace of mind. Our smart lamp detects falls and helps prevent them. But that’s just the beginning; future application possibilities are endless.We are keen on growing together with our customers and provide them with the technology they need to...


  • Mendip, United Kingdom DDN Storage Full time

    DDN Storage is seeking great candidates to join our dynamic team of passionate customer-enabling technologists!This is an incredible opportunity to be part of a company that has been at the forefront of AI and high performance data storage innovation for over two decades. DDN Storage is a global market leader renowned for powering many of the world's most...


  • Mendip, United Kingdom 83zero Full time

    83zero is partnering with a growing IT Solutions Provider that is looking for German Speaking IT professionals who are interested in joining their Technical Pre-Sales Consultant team on a remote basis in the UK. Our client is an independent organisation, who specialise in providing IT solutions across the world.We’re looking for individuals from a...


  • Mendip, United Kingdom Tungaloy-NTK UK Full time

    Technical Sales Manager - East & West MidlandsThis is a full-time remote role for a Technical Sales Manager. As a Technical Sales Manager at Tungaloy-NTK UK, you will be responsible for managing key accounts, providing technical support to customers, and driving sales growth. You will collaborate closely with the sales team and customer service...


  • Mendip, United Kingdom ScaleX™ Talent Solutions Full time

    We are proud to be partnering with Lava Group, based in Belfast, who are looking to recruit an experienced Technical Support Engineer. Check out their WHY and more about this exciting opportunity.Our Purpose: At our core, we are dedicated to putting people at the forefront of technology. Our vision is bold: to transform the lives of 100 million individuals...


  • Mendip, United Kingdom Berry | bpi Full time

    Technical Sales ManagerIndustrial Stretch WrapBerry Flexibles EMEAHome based UK.£negotiable dependent on experience.The Berry Group is a leading global supplier of a broad range of innovative nonwoven, flexible and rigid products, used every day within consumer and industrial end markets. This combined successful Group generates sales in excess of $13...


  • Mendip, United Kingdom Polypipe Civils Full time

    The role:An exciting opportunity has arisen for a Technical Sales Manager to join the external sales team covering the South East region. This role reports to the Regional Sales Director – South.This field-based role is primarily responsible for selling the full range of Polypipe Civils products into a dedicated geographical region and achieving set area...


  • Mendip, United Kingdom Life Science Recruitment Full time

    Manager/ Senior Manager Drug Product ManagerOur client, a rapidly growing publicly listed clinical stage biopharmaceutical company, are currently recruiting for a Manager/ Senior Manager Drug Product Manager to join their team on a permanent basis.As Manager/Senior Manager Drug Product, you will lead projects from the technical feasibility evaluation through...


  • Mendip, United Kingdom SC4 Recruitment Limited Full time

    Customer Service Advisor - Product Support - Harlow - £30,000 DOE Hybrid Tue - Sat 37.5 hours Are you a customer service professional who is tech-savvy and open to training and developing technical product skills? Play a vital role in supporting and guiding B2C customers through technical glitches, product features and general customer queries. Customer...

  • Technical Officer

    1 month ago


    Mendip, United Kingdom CK Group Full time

    CK Group are recruiting for a Technical Officer to join an agricultural company based in Leicestershire, on a full time, permanent basis offering a salary upto £45,000 per annum depending on experience. The Technical Officer will be responsible for ensuring overall technical and regulatory compliance across a wide range of horticultural products. This will...

  • Azure DevOps Engineer

    1 month ago


    Mendip, United Kingdom Experis Full time

    Role: Support Engineer Level 3 – AzureStart Date: ASAP – 18 month PAYE contract, likely to be extendedLocation: RemoteDaily Schedule: 9am-6pm (potential weekend work every 4-5 weeks)A large global organisation are looking to expand their Azure AI Customer Support team. Their goal is to facilitate and accelerate the integration of AI capabilities into the...


  • Mendip, United Kingdom SGS Full time

    SGS is the world’s leading inspection, verification, testing and certification company. We are recognized as the global benchmark for quality and integrity. With more than 93,000 employees, we operate a network of more than 2,600 offices and laboratories around the world.We aim to be the most competitive and the most productive service organization in the...


  • Mendip, United Kingdom Aprimo Full time

    Position Title: Technical Support AnalystLocation: Virtual, United KingdomEmployment Type: Full-TimeOnsite, Remote or Hybrid: RemoteDepartment: Product SupportTravel: Minimal (Up to 5%)COMPANY SUMMARY:Here at Aprimo, our mission is to empower the marketing organizations of today to build the brands of tomorrow. Aprimo is a pioneer of the marketing resource...

  • Cloud Product Manager

    1 month ago


    Mendip, United Kingdom Six Degrees Full time

    Six Degrees is a leading secure, integrated cloud services provider, where everyone is welcome. We believe success lies in harnessing a truly diverse and inclusive culture.Our business protects UK organisations with the goal of enabling them to operate effectively and securely in the cloud, by giving them secure platforms to innovate and grow. We support our...

  • Product Manager

    1 month ago


    Mendip, United Kingdom SHOPLINE Full time

    Product ManagerWe are Asia’s largest smart commerce platform. With our customers in mind, we strive to deliver scalable commerce solutions to merchants of all sizes. We’re a full-featured platform with services including online store opening, social commerce, O2O solution, retail POS systems, advertising placement, business strategy consultation,...


  • Mendip, United Kingdom BOSS Energy Consulting Full time

    Brief Overview:A thrilling exciting opportunity within the Hydrogen Asset Development Team awaits. The position entails overseeing the technical advancement of hydrogen projects nearing commercial feasibility. With a substantial pipeline of promising low carbon hydrogen projects in the UK, this role will guide the technical project management process from...

  • Technical Author

    1 month ago


    Mendip, United Kingdom Vertus Partners Full time

    Company: Leading Global Financial Services Software CompanyJoin a cutting-edge, globally recognized trading software company dedicated to revolutionizing the financial markets with innovative solutions. Their software powers some of the largest and most complex trading systems in the world, and we are seeking a highly skilled Technical Author to help...