Manager, Product Support - Swing Shift

Relativity; Nevada (IA); Remote; USD 93,000 - 140,000; Full time

Job summary

A leading company in software development seeks a Manager for Product Support during the Swing Shift. This role involves providing guidance, managing team operations, and ensuring high-quality service. Ideal candidates will have a strong technical background and experience in managing support teams. The position offers competitive compensation and opportunities for professional growth.

Qualifications

• 3+ years of leadership or management experience in technical support.

Responsibilities

• Oversee team response to customer incidents and requests.
• Collaborate with Product and Engineering teams to resolve issues.
• Manage and develop the support team through coaching.

Skills

Technical Support

Coaching

Communication

Tools

Salesforce

Jira

Job description

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Job Overview

As a Product Support Manager for the Swing Shift, you will be responsible for providing Technical, Policy, and Procedure guidance to your teams. The Support Manager should have intimate knowledge of all Product Support processes and procedures. You will be tasked with developing strategies, managing team operations, and collaborating with other departments. The Support Manager will monitor team ticket queues, ensuring timely assignment and resolution, balancing workloads, and managing staffing adjustments due to PTO and training. The Support Manager should be organized, detail-oriented, and focused on meeting department goals and metrics. You will also inform your Manager of personnel, performance, client perception, and project status issues and work closely with Global teams to ensure consistent, high-quality service. The Support Manager is responsible for the professional development of their reports.

Posting Type: Remote/Hybrid

Job Overview: As a Product Support Manager for the Swing Shift, you will be responsible for providing Technical, Policy, and Procedure guidance to your teams. The Support Manager should have intimate knowledge of all Product Support processes and procedures. You will be tasked with developing strategies, managing team operations, and collaborating with other departments. The Support Manager will monitor team ticket queues, ensuring timely assignment and resolution, balancing workloads, and managing staffing adjustments due to PTO and training. The Support Manager should be organized, detail-oriented, and focused on meeting department goals and metrics. You will also inform your Manager of personnel, performance, client perception, and project status issues and work closely with Global teams to ensure consistent, high-quality service. The Support Manager is responsible for the professional development of their reports.

The Swing Shift working hours are a fixed 9-hour Sunday-Thursday shift from 11am-8pm Central US Time, with a compensation differential. Initially, you will work an 8/9-hour Monday-Friday shift from 8am-5pm CST for onboarding.

Role Responsibilities

• Oversee team response to customer incidents and requests, ensuring tickets are managed per policies.
• Monitor and report on support performance, ensuring timely updates and SLA adherence.
• Collaborate with Product and Engineering teams to resolve technical issues and improve the product.
• Monitor staff availability to meet service levels, including early/late shifts and on-call as needed.
• Manage and develop the support team through coaching and training.
• Ensure team adherence to company policies and standards.
• Track team progress on tasks and projects, ensuring quality and customer satisfaction.
• Act as a point of contact for escalated support issues, providing guidance and resolution.

Preferred Qualifications

• Experience managing technical support teams and working with Product and Engineering departments.
• Strong technical background, SaaS knowledge, and troubleshooting skills.
• Experience with support tools (e.g., Salesforce, Jira) in high-volume environments.
• Proven coaching and mentoring abilities.
• Client-focused with excellent communication skills.
• Experience with Relativity, eDiscovery, and ITIL standards is a plus.

Minimum Qualifications

• At least three years of leadership or management experience in a technical support environment.

Relativity offers competitive compensation including base salary, bonuses, and incentives. The salary range is $93,000 to $140,000, based on experience and qualifications.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Other

Industries: Software Development