Customer Success Manager – Technology Support – Stratumn

Sia•New York, NY

17h•Hybrid

About The Position

We are seeking an organized, proactive, and technically capable Associate Production Support Analyst to support the ongoing production operations of Stratumn, an internal AI tool that is now being integrated into client environments. This role is well suited for a professional with 1–3 years of experience in application support, production support, technical operations, or a related field who is eager to work in a cross-functional, client-facing environment. The Associate Production Support Analyst will play a key role in establishing and executing the production support model for Stratumn, including support processes, service levels, issue tracking, and operational governance. Acting as the Level 1 support lead, this individual will manage intake, triage, troubleshooting, and resolution of user issues and defects while partnering closely with product, engineering, client-facing technical teams, and business stakeholders to drive timely and effective outcomes. This role requires a strong foundation in technical troubleshooting, structured problem-solving, communication, and operational coordination. The ideal hire will be comfortable working across workflows, environments, and third-party integrations while bringing discipline and visibility to support operations through reporting, documentation, and continuous improvement initiatives.

Requirements

1–3 years of experience in technical support, production support, application support, technical operations, systems administration, or a related role
Experience triaging, tracking, and resolving issues in a production support environment
Strong troubleshooting and analytical skills, with the ability to investigate issues across systems, workflows, and integrations
Ability to manage multiple workstreams, incidents, and priorities in a fast-paced environment
Strong written and verbal communication skills, including the ability to communicate effectively with both technical and non-technical stakeholders
Experience working cross-functionally with teams such as product, engineering, operations, or client-facing technical teams
Familiarity with ticketing systems, issue tracking tools, or project management platforms used to manage support activities
Strong organizational skills and attention to detail, particularly in documentation, status tracking, and follow-up
Ability to work independently, exercise sound judgment, and escalate issues appropriately

Nice To Haves

Experience supporting enterprise software, SaaS platforms, AI-enabled tools, or workflow-driven applications
Familiarity with support operating models that include L1/L2 structures, SLAs, incident management, and governance
Exposure to API integrations, third-party systems, environment management, or configuration troubleshooting
Experience with tools such as Jira, ServiceNow, Zendesk, Confluence, or similar support and documentation platforms
Experience analyzing support trends, defect patterns, and operational metrics to identify improvement opportunities
Experience developing or maintaining knowledge bases, support playbooks, runbooks, or process documentation
Familiarity with root cause analysis, defect management, and fix validation processes
Interest in process improvement, workflow automation, and scaling support operations
Bachelor’s degree in information systems, computer science, business, or a related field

Responsibilities

Help own and operationalize the production support model for Stratumn, including L1/L2 support structure, SLAs, escalation paths, and governance
Serve as the Level 1 support lead, managing issue intake, triage, prioritization, and resolution for user-reported issues and defects
Troubleshoot technical issues across application workflows, third-party integrations, system configurations, and client environments
Partner with client-facing technical teams to investigate root causes, prioritize defects, validate fixes, and ensure clear communication throughout the resolution process
Coordinate across client business stakeholders, product managers, engineering teams, and other cross-functional partners to drive issue resolution and alignment
Maintain and manage the support backlog, incidents, risks, dependencies, and action items with clear prioritization and tracking
Produce regular reporting on system health, defect trends, SLA performance, incident metrics, and overall support effectiveness
Identify and drive opportunities for continuous improvement in support workflows, automation, operational processes, and system reliability
Develop and maintain support documentation, playbooks, standard operating procedures, and knowledge base content to support scale and consistency
Bring program management rigor to ongoing support operations through status tracking, stakeholder communication, governance routines, and escalation management

Benefits

Competitive Compensation
Annual Base Salary Range: $89,000- $110,000, commensurate with experience and qualifications
Annual performance based discretionary bonus
3 Medical plans
Dental and Vision
Life, AD&D and other voluntary insurance
401K retirement plan
4% matching and 100% vested upon enrollment
Health Savings Account (HSA)
Flexible Spending Account (FSA)
Health, Dependent Care, Commuter
100% paid parental leave for all new parents with eligible tenure
Building Healthy Families program if enrolled through Medical plan
Generous Paid Time Off (PTO) policy
9 company holidays plus 1 floating holiday
College savings and student loan repayment assistance
Monthly cell phone stipend
Access to wellness programs at no cost if enrolled through Medical plan, including: Gym membership reimbursement, LiveHealth Online virtual care, Personalized support from a Well-being Coach
Employee Assistance Program at no cost
Free confidential counseling and emotional support services
On-demand access to Emotional Well-being resources (ranging from relaxation techniques to stress management)