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Product Specialist

ITR Partners

Greater London

On-site

GBP 70,000 - 90,000

Full time

6 days ago

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Job summary

A leading company is seeking a Product Quality & Support Strategist to enhance customer experience and product quality for their Alerting & Incident Management Platform. This mid-senior level role focuses on collaboration across teams to ensure reliability and usability without traditional support obligations. Ideal candidates will have a strong technical background and excellent communication skills.

Qualifications

5+ years of hands-on software/infrastructure engineering experience.
Experience with SaaS-based observability or incident management products.

Responsibilities

Enhance customer experience by resolving complex product issues.
Minimize engineering disruptions through proactive issue detection.
Drive product quality by owning benchmarking efforts.

Skills

Strong communication

Presentation skills

Education

Bachelor’s degree in Computer Science

Engineering degree

Tools

PagerDuty

OpsGenie

ServiceNow

CloudWatch

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We are seeking a strategic and technically hands-on Product Quality & Support Strategist to help scale a cutting-edge Alerting & Incident Management Platform. This is a pivotal role focused on improving customer experience, reducing engineering disruption, and enhancing the platform’s overall product quality and technical impact.

You’ll work closely with product, engineering, and customer-facing teams to ensure reliability, usability, and long-term value of the platform. This is a unique opportunity to influence product direction from a technical, customer-centric lens without being on-call or part of a traditional support team.

Enhance Customer Experience by resolving complex product issues efficiently, collaborating with engineering and customer teams, and delivering technical insights aligned with the roadmap.
Minimize Engineering Disruptions through proactive issue detection, improved documentation, and tighter roadmap alignment.
Drive Product Quality by owning benchmarking efforts, monitoring key performance metrics, and influencing quality-focused improvements.
Elevate Product Awareness by tracking industry trends and helping develop innovative workflows that align with customer needs.
Lead Cross-Team Collaboration as a technical SME—communicating clearly, mentoring others, and championing best practices across teams.

Requirements

Bachelor’s degree or higher in Computer Science, Engineering, or a related technical field
5+ years of hands-on software/infrastructure engineering experience, especially with DevTools or Infrastructure Engineering
Strong knowledge of incident management, alert routing, on-call workflows, and incident response strategies
Experience working with or supporting SaaS-based observability or incident management products
Familiarity with alert orchestration and automation at scale
Strong communication and presentation skills; ability to influence across departments
Comfortable collaborating with global teams, including across US and EMEA time zones

Preferred (Bonus) Skills

Hands-on experience with tools like PagerDuty, OpsGenie, ServiceNow, CloudWatch, Chronosphere, or similar
Understanding of SLA/SLO implementation and performance tracking
Exposure to incident management frameworks, automated remediation, and runbook automation
Background in DevOps or SRE culture and tooling
Prior people leadership or mentorship experience is a plus

Seniority level

Seniority level
Mid-Senior level

Employment type

Employment type
Full-time

Job function

Job function
Product Management and Information Technology
Industries
Software Development, Data Infrastructure and Analytics, and IT System Custom Software Development

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London, England, United Kingdom 6 days ago