Product Operations (Technical Support) Manager

About the Role
This role is part of the Product organization, focusing on product operations and system reliability rather than traditional customer support.

We are looking for a Product Operations (Technical Support) Manager to join our Product organization and lead the operational layer between Product, Engineering, and customer-facing teams.

As our product ecosystem continues to grow — including POS systems, integrations, and multi-channel ordering workflows — operational complexity also increases. This role ensures that product issues are handled efficiently, system incidents are managed properly, and operational insights are translated into product improvements.

Unlike traditional technical support roles, this position sits within the Product organization and focuses on improving product stability, operational efficiency, and cross-team collaboration.

This role is ideal for someone who enjoys problem-solving, system thinking, and working across technical and business teams.

What You’ll Do
1. Product Issue Lifecycle Management
- Manage the lifecycle of product-related issues from intake to resolution
- Triage incoming issues and classify priority levels
- Coordinate with Product Managers and Engineering teams to resolve issues efficiently
- Track issue resolution progress and ensure transparency across teams
- Identify recurring issues and work with Product teams to improve product quality

2. Incident Management
- Lead coordination during critical system incidents or service disruptions
- Facilitate cross-team communication between Product, Engineering, and Operations teams
- Track incident timelines and ensure proper escalation when necessary
- Conduct post-incident reviews to identify root causes and prevent recurrence

3. Release Coordination
- Collaborate with Product Managers and Engineering teams on upcoming releases
- Ensure internal teams are informed of product changes, feature updates, and potential operational impacts
- Monitor system behavior after releases and identify release-related issues
- Coordinate issue investigation and hotfixes when necessary
- Help ensure product releases are operationally stable and well communicated

4. Technical Support for Internal Teams
- Support Customer Success, Onboarding, and Operations teams in resolving complex product issues
- Diagnose system behavior and investigate technical problems
- Act as a bridge between customer-facing teams and Product/Engineering teams
- Help translate technical problems into clear investigation tasks for engineering teams

5. Product Operations & Continuous Improvement
- Design and improve operational workflows such as issue triage, escalation paths, and support processes
- Identify operational bottlenecks and propose improvements to system workflows
- Turn operational insights into structured feedback for Product Managers
- Help improve product reliability and reduce recurring support issues

6. Product Knowledge & Documentation
- Maintain troubleshooting guides and operational runbooks
- Document known issues, system behaviors, and operational processes
- Build internal playbooks to help teams resolve issues faster
- Improve internal product knowledge across teams

What We’re Looking For

Experience
- 5+ years of experience in Technical Support, Product Operations, or SaaS operations roles
- Experience working closely with Product and Engineering teams
- Experience troubleshooting technical product issues

Technical Understanding
- Familiarity with SaaS systems, APIs, or system integrations
- Ability to investigate product issues through logs, system behavior, or debugging tools
- Comfortable translating technical problems into actionable tasks for engineering teams

Problem-Solving Mindset
- Strong analytical and troubleshooting skills
- Ability to identify patterns and root causes behind recurring issues
- Structured thinking when managing operational workflows

Communication
- Ability to explain technical issues clearly to non-technical teams
- Comfortable coordinating across multiple teams
- Strong collaboration and stakeholder communication skills

Nice to Have
- Experience working with POS systems or F&B technology
- Experience in B2B SaaS environments
- Familiarity with JIRA, Confluence, or similar tools
- Experience with incident management or system operations
- Ability to use SQL for basic data analysis, troubleshooting, and investigating product issues
- Experience debugging API integrations or system integrations