Manager Product Support

Responsibilities

• Build, lead, develop, and coach teams of technical support engineers
• Drive strategy and vision in collaboration with product and engineering teams
• Develop goals and OKRs for the team and conduct regular one-on-one meetings
• Assist Care Engineers with complex cases and escalations
• Manage team performance and lead recruitment, training, and retention efforts
• Lead company-wide standardization of tools, technologies, and processes
• Own technical documentation and guide the creation of the knowledge base

Requirements

• 3+ years of experience managing technical product support teams preferred
• Strong leadership and technical troubleshooting abilities
• Experience using software development tools
• Experience supporting software developers
• Excellent written and verbal communication in English
• Experience managing multi-region global teams
• Strong organizational skills and work ethic

Preferred Qualifications

• Functional Salesforce.com application knowledge
• Knowledge of TCP/IP protocol stack and APIs

About the Company

SmartBear delivers application integrity for modern tech stacks, providing deep test automation, API lifecycle management, and observability capabilities. Trusted by over 16 million developers, SmartBear's brands include Swagger, TestComplete, and Bugsnag.