Technical Support Operations
 

• Own daily technical support operations, including running stand-ups and shift handoff processes across two support shifts to ensure continuity and complete ticket coverage.

• Triage and manage inbound support tickets with thoroughness and rigor — conducting full discovery and investigation before drawing conclusions or escalating.

• Serve as the gatekeeper between customer-facing teams (customer success, sales, partners) and engineering, ensuring only well-documented, fully investigated issues reach the engineering team.

• Ensure timely escalation of confirmed product-level issues to engineering, with clear reproduction steps and supporting documentation.

• Serve as the primary point of accountability for shift handoffs — ensuring all open issues, context, and priorities are clearly communicated between shifts.

• Act as a direct customer-facing resource; handle escalated issues with professionalism, technical depth, and urgency.

• Be available outside standard business hours, including weekends when needed, to ensure ticket resolution and shift coverage.

 

Infrastructure & DevOps

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• Be available on release weekends to ensure release notes, and product enablement materials are ready and communicated to both customers and the partner ecosystem.

• Track and report on support metrics including ticket volume, response time, resolution time, and customer satisfaction.

• Write and maintain SOPs for all support processes, ensuring consistency and scalability as the team grows.

• Lead the evaluation and implementation of a replacement support ticketing system, including requirements gathering, vendor assessment, and rollout.

• Establish and continuously improve support processes, workflows, and tooling as the company scales.

 

QA Partnership

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• Partner closely with the QA team — this role reports into QA — to ensure alignment between what is being seen in support and what is being tested.

• Identify and flag patterns in support tickets that may expose gaps in existing QA test cases, bringing those observations to QA for evaluation and expansion.

• Collaborate with QA on issue reproduction, ensuring bugs are thoroughly documented and reproducible before engineering engagement.

 

Product Communication & Enablement

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• Create instructional and product overview videos and other materials for distribution to Customer Success, Solution Engineering, and partner teams.

• Develop written communications and documentation explaining product capabilities, updates, and known issues for both internal and partner audiences.

• Develop and maintain support documentation, known issue logs, and internal knowledge base content.

• Partner with Customer Success and Product teams to surface recurring customer pain points and inform the product roadmap.

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Required Qualifications

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• 10+ years of experience in technical support, customer success, or related customer-facing roles within a SaaS environment.

• Demonstrated experience managing a technical support team, including shift management, escalation workflows, and off-hours coverage.

• Exceptional problem-solving skills with a methodical approach — you gather full context and run thorough discovery before making an assessment.

• Outstanding listening and communication skills; ability to work effectively across engineering, product, QA, customer success, sales, marketing, and partner teams.

• Experience writing SOPs and process documentation in a support or operations context.

• Experience using modern support ticketing systems.

• Salesforce certifications (e.g., Salesforce Administrator, Advanced Administrator, or equivalent).

• Prior experience at a Salesforce ISV 

• Comfort with and ability to thrive in a fast-moving startup environment where wearing multiple hats is the norm.

• Familiarity with managing CRM data

• Comfort operating across multiple time zones and managing support coverage for distributed teams.

• Strong verbal and written English proficiency

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Preferred Qualifications

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• Background in product management or experience working as a Product Manager — this directly informs the quality of training content and cross-functional communications you will produce.

• Experience creating instructional video content or product walkthroughs for technical or non-technical audiences.