Sr. Technical Product Support Manager

Propelus-posted 7 days ago
Full-time • Mid Level
Denver, CO
101-250 employees
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Propelus is seeking a passionate and results-driven Sr. Technical Product Support Manager to lead our technical support team and ensure our customers receive world-class service. This role is a critical link between our customers and our Product and Engineering teams, responsible for managing technical escalations, optimizing support processes, and driving product improvements based on customer feedback. The ideal candidate will combine strong technical acumen, exceptional leadership skills, and a deep commitment to customer satisfaction. This manager is expected to prioritize the success and advancement of their direct reports above their own, while operating with full accountability for all operational outcomes.

  • Lead, mentor, and develop a team of Technical Product Support Specialists, driving a culture of high performance, accountability, continuous improvement, and technical excellence.
  • Manage team scheduling, capacity, and performance to ensure coverage and achievement of service level agreements (SLAs) and key performance indicators (KPIs) like response time and resolution quality.
  • Oversee the technical training and onboarding of new support staff.
  • Conduct regular one-on-ones, performance reviews, provide employees with short and long-term career guidance, and implement development plans for team members.
  • Act as the final point of escalation for complex or critical technical issues, managing communication and resolution across internal teams (Engineering, Product, QA).
  • Own and refine the escalation process to ensure timely and effective resolution of customer issues.
  • Leverages performance data to proactively identify issue trends, prevent potential escalations, and optimize the overall case management process.
  • Develop and maintain in-depth technical knowledge of all Propelus products and services.
  • Contribute to the creation and maintenance of internal and customer-facing knowledge base articles, technical documentation, and troubleshooting guides.
  • Analyze support data, metrics, and customer feedback to identify systemic recurring issues and service gaps, translating these insights into actionable opportunities for product and process improvements
  • Develop, implement, and maintain efficient, scalable technical support strategies and workflows.
  • Evaluate and recommend new support tools to enhance team efficiency and the overall customer experience.
  • Partners with peers in driving systems and process improvement initiatives.
  • Able to organize work for maximum efficiency and fast delivery while keeping the quality bar high.
  • Serve as the voice of the customer within Propelus, regularly collaborating with Product Management to advocate for critical bug fixes and strategically influence the product roadmap based on data and customer impact.
  • Partner with Customer Success and Sales teams to provide technical expertise during pre-sales or complex account management activities.
  • Actively works to build trust within the company through positive influence with cross-functional teams and management.
  • 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.
  • Exceptional written and verbal communication skills, with the ability to convey complex technical concepts to both technical and non-technical audiences.
  • Superior problem-solving, analytical, and critical thinking abilities.
  • Demonstrated ability to manage high-pressure situations and effectively prioritize multiple, concurrent issues.
  • Strong leadership and mentoring skills, with a track record of building high-performing teams.
  • Customer-obsessed mindset and a "Get it done" attitude with a passion for driving customer satisfaction and success.
  • A reputation for trustworthiness, fairness, dependability, and adherence to high ethical standards.
  • Awarded one of BuiltIn's 2025 Best Places to Work and honored as a Silver Stevie® Award Winner in the 2025 Stevie Awards For Great Employers.
  • Professional development allowance to help you grow in the ways that mean the most to you.
  • Flexibility for balancing work with the rest of life and ample PTO, including paid time off for volunteering, your birthday, and becoming a new parent.
  • 401K with company matching, as well as financial planning education and resources.
  • Employees can choose from HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and dependents.
  • Lifestyle Spending Account (LSA): We support personal well-being by offering an annual lifestyle spending account that you can use for what matters most to you—whether it’s a gym membership, a meditation app, WFH equipment, or fresh produce delivered to your door.
  • Your health is our top priority! We cover 100% of your health insurance premiums. Our plans include national and international coverage, so you're protected no matter where you are.
  • Propelus Flex Club: Our flexible benefits platform gives you monthly points to redeem on what you need most. Plus, you'll get access to exclusive discounts just for being part of our team.
  • We've got you covered with a life insurance policy, paid 100% by the company. You can also add your beneficiaries at an exclusive, discounted rate.
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