Job TitleProduct Support Manager Agency Texas A&M Agrilife Extension Service Department Disaster Resilience & Recovery Proposed Minimum SalaryCommensurate Job LocationHouston, Texas Job TypeStaff Job Description Job Description The role leads the development and implementation of product support processes for our program’s geospatial applications and crafting strategies to ensure end-user satisfaction. Responsibilities include creating and promoting a community forum, building our product knowledge base, developing engaging support materials, and establishing support processes that boost efficiency and automation. The role also includes collecting issues reported by end users, conducting research, and collaborating with internal stakeholders to prioritize and resolve these issues effectively. The ideal candidate understands GIS, data, and web applications, and is familiar with Agile processes, developer tools, and cloud environments. The role involves significant collaboration among product leadership, the developer team, and the user community. Proactive end-user engagement with community stakeholders and local community leadership is expected. This position and its responsibilities are new to this program, and so the hire will have the opportunity to shape these strategies and solutions from the ground-up, implementing tools, practices, and systems focused on user-centric support. Responsibilities Product Support Leadership and Management Builds product support program that is efficient, agile, and sustainable within the given business needs and project management goals and objectives. May supervise supporting staff and team members on the product support program. Develops and implements strategies for end-to-end customer-centric support. Configures and manages workflow and automation for support channels. Collaborates with product communications staff on macro templates. Develops high- and low-level application design artifacts including process flows, data model and interfaces based on maintenance, operations, and performance standards. Coordinates with product leadership about priorities. Manages assigned resources and budgets to meet these priorities. Manages reporting and analytics to understand SLA, customer satisfaction. Develops scopes and deliverables for external support teams. Maintains and updates project management plans pertaining to areas of responsibilities. Stays up to date on new product features and improvements as well as contribute improvement and feature ideas based on incoming support issues; identifies these as recommendations and strategies for project planning and project management purposes. Documents the above responsibilities as part of a project management plan; identifies goals, objectives, and resources necessary for plan implementation. Performs other duties as assigned Technical Support Management and Documentation Establishes and manages user forum and community. Validates and publishes release notes. Prepares product support documentation including knowledge base documentation, product instructions, etc. Supports satisfaction surveys to capture user feedback. Develops, implements and improves tech support strategies and goals. Product and Issue Resolution Triages, supports, and resolves technical issues for user base. Responds to support channels. Escalates software defects and bugs to Product Development team. Troubleshoots and guides customers through application use. Supports testing activities and prioritizing issues with the development team. Maintains backlog of unresolved issues, manages escalation, and funnels updates to developers. Qualifications Education and Experience: Bachelor’s degree in applicable field or equivalent combination of education and experience Seven years of related experience in development and support of software products Knowledge, Skills and Abilities: Experience with Help Desk or Support Ticketing software. Familiarity with Agile or Scrum software methodologies. Ability to multitask and work collaboratively with others. Experience working with Developer tools such as Github, Azure, etc. Strong written and oral communication skills. Ability to engage various levels of community stakeholders, from day-to-day end-users to local leadership. Experience building processes from scratch. Experience working with SQL coding. Experience working with Java programming language. Possess critical-thinking skills; is self-motivated and self-disciplined. Can think of big picture strategy while completing routine daily tasks. Can pay close attention to details when developing processes and documentation. Has interest and passion for improving customer experiences. Knowledge of word processing, spreadsheet, and database applications. Knowledge in developing geospatial applications. Other Requirements: May require extended bending, reaching, stooping, kneeling, squatting and sitting; May require lifting workshop and outreach equipment, up to 30 pounds. May require extended communication with visitors and employees in person, telephonically or electronically. May require infrequent travel in State vehicles with overnight stays. May require operating computers with high-definition screens for extended periods of time. Applicant Instructions All applicants should upload a cover letter and resume for consideration. All positions are security-sensitive. Applicants are subject to a criminal history investigation, and employment is contingent upon the institution’s verification of credentials and/or other information required by the institution’s procedures, including the completion of the criminal history check. Equal Opportunity/Affirmative Action/Veterans/Disability Employer. As the largest comprehensive agriculture and life sciences program nationally, Texas A&M AgriLife brings together a college and four state agencies within the Texas A&M University System With over 5,000 employees, and a presence in every county across the state, Texas A&M AgriLife is uniquely positioned to improve lives, the environment, and the economy of Texas and the nation through education, research, extension and service. If your goal is the pursuit of excellence and your vision is to make a difference in this world, we invite you to explore our opportunities to discover what a career at Texas A&M AgriLife has to offer you. Texas A&M AgriLife is comprised of the following Texas A&M University System members: Texas A&M AgriLife Extension Service Texas A&M AgriLife Research College of Agriculture and Life Sciences at Texas A&M University Texas A&M Forest Service Texas A&M Veterinary Medical Diagnostic Laboratory Texas A&M AgriLife collaborates with Prairie View A&M University, Tarleton State University, Texas A&M University-Commerce, Texas A&M University-Kingsville and West Texas A&M University as well as with other public and private partners. Prospective employee benefits Retirement programs Commitment to inclusive excellence Strategic plan