Remote Senior Manager, Product Support (Tier 4)

Hidden Jobs; United States; Remote; USD 150,000 - 210,000; Full time

Benefits offered by this job

Remote-first with international work

Relocation options

Home office setup budget

AI tooling tokens

Healthcare

Retirement plans

Team events

Job summary

Hidden Jobs is seeking a senior Tier 4 escalation lead for our hospitality technology platform. You will blend hands-on incident resolution with people leadership, shaping how escalations influence R&D priorities.

You will coach a team of ~10 SMEs, build a Jira-based workflow, maintain the knowledge base and AI tooling, and report metrics to drive continuous improvement. Remote-first with international flexibility.

Qualifications

• 6+ years in product or technical support at a B2B SaaS company.
• 2+ years managing a team
• Strong technical foundations: logs, API behavior, debugging
• Track record of managing senior stakeholder relationships
• Hands-on experience building AI-powered tools or systems

Responsibilities

• Own end-to-end Tier 4 escalation, triage, resolution, and closure.
• Lead and coach a team of around 10 subject matter experts.
• Partner with engineering and product management to influence roadmap prioritization using escalation data.
• Build and maintain the Jira workflow logging bugs and fixes.
• Own the Tier 4 knowledge base and its AI-powered tooling, reporting metrics.

Skills

Leadership

Escalation management

Technical judgment

Stakeholder management

AI tooling

Jira

Communication

Tools

Jira

Salesforce

Intercom

Hex

Databricks

Job description

Hidden Jobs is seeking a senior Tier 4 escalation lead for our hospitality technology platform. You will blend hands-on incident resolution with people leadership, shaping how escalations influence R&D priorities.

You will coach a team of ~10 SMEs, build a Jira-based workflow, maintain the knowledge base and AI tooling, and report metrics to drive continuous improvement. Remote-first with international flexibility.