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:

• Hire, manage, coach, mentor, inspire and support a team of support engineers.
• Own the end-to-end support experience for Ruleswares support organization.
• Contribute to the development of organizational processes and practices within the technical support team.
• Engage with client team members (as necessary), always representing Rulesware in a professional manner, resolving issues and leading client to other support resources 
• Serve as an escalation point for abnormal technical support cases that require non-standard solutions and approaches.
• Facilitate and remove obstacles from the technical support team’s path to promote efficiency and expediency.
• You will provide feedback to the product team, such as enhancements, supportability improvements, and whatever else you think is worth sharing.
• You will mentor and share knowledge with the support team.

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.

• A minimum of 7 years application support experience including leadership experience.
• Hands-on experience with ticketing systems such as Jira, ServiceNow, Zendesk, etc.
• Strong organizational skills
• Helpful and humble with a strong drive to succeed
• Love for technology and people
• Ability to talk with clients at all levels and communicate professionally and confidentially