Provide a world class product and service experience for Rulesware customers using excellent interpersonal, communication, and problem-solving skills. The Product Support Manager must bring a strong sense of urgency to managing requests from our customers. They are comfortable making independent decisions and exercise sound judgment to resolve issues for our customers and their solutions. This role will be fluent in all Rulesware products, own and publish Key Performance Indicators (KPI), drive operational excellence, and lead a team of product support engineers.
The Role You'll Play
As a Product Support Manager at Rulesware your main responsibility is to build and foster a support team who achieves mastery level knowledge of our products, and provides first class application and technical support to our customers directly. The ideal candidate not only has technical acumen to dive in below the surface of the application itself, but also has proven ability to develop the processes, documentation, and cross departmental relationships the team will need to be successful.
This is a hands-on and managerial role working across multiple applications, coordinating with Engineering and Product Management to prioritize bug fixes and enhancement requests while also acting as an escalation point for our customers and technical support engineers. This role will be empowered to create and enhance the support and escalation procedures as they see fit to ensure a high level of service.
The Product Support team will also serve as the voice of the customer. By monitoring the system methodically, you will be able to understand where customers might be struggling and give that feedback to Product and Engineering as well. It’s not just triage, it’s understanding the Rulesware product platform holistically.
Your Main Duties:
What You Bring To The Table
The ideal candidate is someone who brings an equal measure of technical competency and people skills. You will need the ability to investigate technical problems, communicate them to others, and coach/guide team members on the appropriate path to finding the resolution. Further, you will need the ability to respond to problems presented to you by your staff, and find the right solutions.
The job skills required for Product Support Manager (remote) include Leadership, Problem Solving, Responsibility, Products and Services, KPI etc. Having related job skills and expertise will give you an advantage when applying to be a Product Support Manager (remote). That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Product Support Manager (remote). Select any job title you are interested in and start to search job requirements.