Product Manager, Support Automation & AI

NetApp; Morrisville (NC); Hybrid; USD 110,000 - 170,000; Full time

Job summary

NetApp seeks an experienced Product Manager to transform the technical support experience through workflow automation and intelligent tooling. You will own tools, platforms, and processes powering our support organization, ensuring supportability is built into every delivery.

The role centers on automating end-to-end support workflows, leveraging telemetry, and driving data-driven improvements across customer and engineer experiences.

Qualifications

• 9-12 years of relevant experience with 8+ years in Product Management.
• Experience supporting technical support or service organizations.
• Proven success driving workflow automation and operational efficiency.
• Experience managing support tools, platforms, or diagnostic applications.
• Strong analytical and data-driven decision-making skills.
• Experience with Jira, Confluence, agile practices, and backlog management.
• Track record improving engineer productivity and customer satisfaction.

Responsibilities

• Understand technical support engineer workflows and identify improvement opportunities.
• Drive evolution of remote support tools and support platforms.
• Leverage telemetry and diagnostic data to improve proactive support and resolution speed.
• Design and optimize support workflows, tooling, and data access.
• Lead end-to-end workflow automation across support case management.
• Define and track supportability metrics including MTTR, automation coverage, productivity, and adoption.
• Partner with engineering to build products with strong diagnosability, logging, and supportability.
• Promote a design-for-supportability mindset across teams.
• Identify AI/ML opportunities for routing, diagnostics, root cause analysis, and knowledge retrieval.

Skills

Product Management

Workflow automation

Data-driven decisions

Jira & Confluence

Agile practices

Backlog management

Cross-functional leadership

Diagnostics tools

Education

Bachelor's degree in Technical Communications, English, CS, Information Science, Engineering

Tools

Jira

Confluence

Job description

NetApp seeks an experienced Product Manager to transform the technical support experience through workflow automation and intelligent tooling. You will own tools, platforms, and processes powering our support organization, ensuring supportability is built into every delivery.

The role centers on automating end-to-end support workflows, leveraging telemetry, and driving data-driven improvements across customer and engineer experiences.