Product Support Team Manager

The Product Support Team Manager role at Canix is a pivotal position within our organization, offering a unique opportunity to lead and shape our support function in a fully remote environment. Support is different at Canix than most organizations; while we don’t have a high volume of tickets, the tickets that we do receive are intricate and in-depth. Product knowledge and troubleshooting prowess in a highly complex and technical environment are key to success in Support. The Support team sits within the Product Organization as a whole, and works to provide robust, thoughtful, and highly technical information to our customers.

As a Product Support Team Manager, you will be critical in ensuring that our customers receive exceptional support in this setting. Your responsibilities will include becoming an expert in our product, diving into bug triage to resolve complex issues, and managing our dedicated support team. You'll lead by example, providing in-depth reviews and feedback on support tickets, coaching and organizing the team to become product wizards, and ensuring they have the resources they need to excel. Additionally, your technical literacy and customer-facing skills will be essential in maintaining a high standard of support. Support at Canix is lean by design; this leader will also need to be willing to spend scheduled time in the queue, answering tickets and modeling exceptional answers and trouble-shooting. If you are an experienced leader with a passion for technical excellence and a commitment to customer satisfaction. In that case, this role offers an exciting opportunity to make a significant impact on Canix's support operations.

Responsibilities:

1. Bug Triage (40%): Immerse yourself in our product to become an expert. Become a proficient debugger, identifying and resolving product issues. Prioritize urgency of problems and liaise with product and engineering team

2. Management of Support Team (30%): Conduct in-depth reviews and provide constructive feedback on Jira tickets. Ensure that tickets contain relevant information and have been adequately troubleshot. Eliminate unnecessary or irrelevant information from support tickets. Ensure the support team has access to necessary resources and product knowledge. Coach and organize the support team, nurturing them into product wizards. Provide guidance and mentorship to team members. Focus on creating documentation, training videos, and other async resources to reduce the volume of tickets for support

3. Queue Support (30%): Respond to real-time customer inquiries via email and phone Provide thoughtful, responsive, and knowledgable answers to customer product questions- Assist team members with answering product questions they may not know

4. Bonus (as needed): Ability to solve small engineering issues that may arise, although not a critical requirement.

Experience and Requirements

Required Skills:

• Management: Proven ability to manage people and hold them accountable to goals.
• Technical Literacy: A strong technical background and the ability to understand and communicate technical issues effectively.
• Product Wizardry: Exceptional intelligence and the capability to become a product expert.
• Customer-Facing: Proficiency in dealing with customers, understanding their needs, and ensuring their satisfaction.
• Exceptional Problem-Solving: Workarounds are a natural part of startup experience! We need someone great at troubleshooting who can get in and solve problems

Seniority:

• 3+ years of experience in a highly complex Product role
• 3+ years of management experience in support or a related industry

Salary Range:

• $100,000 - $120,000 annually, commensurate with experience.