Product Support Manager

Strider; Argentina; On-site; ARS 1,674,000 - 2,232,000; Full time

Job summary

A leading IT services and consulting firm is seeking a Product Support Manager. This role involves managing technical support issues, leading a team, and optimizing support processes. Candidates should have over 5 years of experience in software development, excellent communication skills in English, and the ability to collaborate with engineering teams. This is a full-time position for mid-senior level professionals based in Argentina.

Qualifications

• 5+ years of software development experience in technical product support.
• Ability to collaborate closely with Product and Engineering teams.
• Proficiency in troubleshooting complex system behaviors.

Responsibilities

• Act as the escalation owner for complex technical support issues.
• Work with customers to investigate and resolve platform behavior problems.
• Define and execute strategy to improve support response times.

Skills

Software development experience in technical product support

Experience leading or managing technical support teams

Experience with SaaS platforms

Experience with APIs and integrations

Strong communication skills in English

Education

Bachelor’s Degree in Computer Engineering, Computer Science

Job description

Product Support Manager – Strider

Requirements

Must-haves

• 5+ years of software development experience in technical product support, solutions engineering, or related roles
• Experience leading or managing technical support teams
• Experience with SaaS platforms
• Experience with APIs, integrations, logs, and databases
• Proficiency with troubleshooting complex system behaviors across distributed environments
• Ability to collaborate closely with Product and Engineering teams on issue resolution and prioritization
• Ability to define and optimize support workflows, SLAs, and operational metrics
• Strong communication skills in both spoken and written English

Nice-to-haves

• Startup experience
• Bachelor’s Degree in Computer Engineering, Computer Science, or equivalent

What you will work on

• Act as the escalation owner for complex, high-impact technical support issues
• Work hands‑on with customers to investigate and resolve problems related to APIs, integrations, configurations, and platform behavior
• Define and execute a strategy to improve support response times and ticket resolution efficiency
• Reproduce reported issues, analyze logs and data, and deliver clear root‑cause analysis
• Lead, coach, and develop a team of product support engineers, setting standards for quality, ownership, and responsiveness
• Own support processes, tooling, and SLAs, driving continuous operational improvements
• Review and audit support cases to ensure technical correctness and high‑quality customer communication
• Identify recurring issue patterns and collaborate with Product and Engineering to influence roadmap priorities and long‑term fixes
• Partner with Engineering on bug tracking, prioritization, and resolution workflows
• Provide structured feedback to Product on customer pain points, usability gaps, and feature needs
• Create and maintain internal and customer‑facing documentation to reduce repeat issues and improve support effectiveness

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Product Management

Industries

IT Services and IT Consulting and Financial Services