Program Manager, Supportability

📋 Description

• Drive improvements to reduce customer support tickets
• Identify product changes to minimize customer inquiries
• Maintain backlog of supportability items and advocate for releases
• Collect feedback from tickets, escalations, CSAT/NPS; categorize themes
• Prioritize defects and enhancements; define acceptance criteria
• Prepare Support for launches: readiness, training, incident plans

🎯 Requirements

• 7-10+ years in Technical Support, Support Eng, CS Ops, or PM in SaaS
• Strong analytical skills; data-driven; SQL/Snowflake; Tableau
• Knowledge of product lifecycle, release mgmt, feature flags, change mgmt
• Translate complex technical problems into defect reports with steps
• Excellent written and verbal communication
• Bachelor's degree or deep equivalent experience

🎁 Benefits

• Flexible time off, 5 weeks vacation and 5 sick days
• 4% employer supplemental pension monthly contribution
• Private medical care for employee and spouse
• Life insurance at 2x annual salary
• RSU program opportunity
• Diversity and inclusion programs across ERGs