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About the RoleThis 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 Do1. 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 quality2. 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 recurrence3. 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 communicated4. 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 teams5. 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 issues6. 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
About the RoleThis 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 Do1. 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 quality2. 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 recurrence3. 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 communicated4. 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 teams5. 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 issues6. 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
Responsibilities:High-Quality Code Delivery:- Write clean, concise, easy-to-read, and well-documented code to ensure the system is maintainable and scalable.- Ensure code is designed for scalability and performance, anticipating future growth and changes.System Analysis and Refactoring:- Analyze existing system code, refactor and optimize it, and write tests to ensure system stability and performance.- Propose and implement refactoring strategies that improve maintainability, performance, and readability of the system.People Management Mentorship:- Manage a squad of 4-6 backend engineers.- Conduct regular 1:1s, and deliver constructive feedback.- Foster a culture of psychological safety, knowledge sharing, and continuous learning.Code Review and Team Collaboration:- Actively participate in code reviews, provide constructive feedback on pull requests, and help the team continuously improve.- Share best practices to elevate the overall code quality within the team.Requirements Understanding and System Design:- Collaborate closely with product and business teams to thoroughly understand requirements and contribute to system architecture design, implementing effective technical solutions.- Contribute to the design and architecture of scalable systems, ensuring alignment with overall product strategy.- Identify potential technical challenges early and propose effective solutions.International Team Collaboration:- Work with global engineering teams, engaging in technical communication and collaboration to drive product innovation.
Responsibilities:High-Quality Code Delivery:- Write clean, concise, easy-to-read, and well-documented code to ensure the system is maintainable and scalable.- Ensure code is designed for scalability and performance, anticipating future growth and changes.System Analysis and Refactoring:- Analyze existing system code, refactor and optimize it, and write tests to ensure system stability and performance.- Propose and implement refactoring strategies that improve maintainability, performance, and readability of the system.People Management Mentorship:- Manage a squad of 4-6 backend engineers.- Conduct regular 1:1s, and deliver constructive feedback.- Foster a culture of psychological safety, knowledge sharing, and continuous learning.Code Review and Team Collaboration:- Actively participate in code reviews, provide constructive feedback on pull requests, and help the team continuously improve.- Share best practices to elevate the overall code quality within the team.Requirements Understanding and System Design:- Collaborate closely with product and business teams to thoroughly understand requirements and contribute to system architecture design, implementing effective technical solutions.- Contribute to the design and architecture of scalable systems, ensuring alignment with overall product strategy.- Identify potential technical challenges early and propose effective solutions.International Team Collaboration:- Work with global engineering teams, engaging in technical communication and collaboration to drive product innovation.
The candidate that will succeed in this position will be able to create all the testing and automation frameworks as required for their projects. Thus, the candidate may have to work on multiple projects once, also working to improve the company's best practices from a testing a standpoint.Responsibilities- Review software requirements and prepare test scenarios.- Analyzing test results on database impacts, errors or bugs, and usability.- Overseeing the drafting of testing documents.- Implementing testing procedures and overseeing the QA process.- Troubleshooting quality issues and modifying test procedures.- Participating in design reviews and providing input on requirements, product design, and potential problems.- Provide solutions for program flow Develop and edit design and production procedures- Document QA tasks with audits or reports
The candidate that will succeed in this position will be able to create all the testing and automation frameworks as required for their projects. Thus, the candidate may have to work on multiple projects once, also working to improve the company's best practices from a testing a standpoint.Responsibilities- Review software requirements and prepare test scenarios.- Analyzing test results on database impacts, errors or bugs, and usability.- Overseeing the drafting of testing documents.- Implementing testing procedures and overseeing the QA process.- Troubleshooting quality issues and modifying test procedures.- Participating in design reviews and providing input on requirements, product design, and potential problems.- Provide solutions for program flow Develop and edit design and production procedures- Document QA tasks with audits or reports
Responsibilities:
High-Quality Code Delivery:Write clean, concise, easy-to-read, and well-documented code to ensure the system is maintainable and scalable.Ensure code is designed for scalability and performance, anticipating future growth and changes.System Analysis and Refactoring:Analyze existing system code, refactor and optimize it, and write tests to ensure system stability and performance.Propose and implement refactoring strategies that improve maintainability, performance, and readability of the system.Code Review and Team Collaboration:Actively participate in code reviews, provide constructive feedback on pull requests, and help the team continuously improve.Share best practices to elevate the overall code quality within the team.Requirements Understanding and System Design:Collaborate closely with product and business teams to thoroughly understand requirements and contribute to system architecture design, implementing effective technical solutions.Contribute to the design and architecture of scalable systems, ensuring alignment with overall product strategy.Identify potential technical challenges early and propose effective solutions.International Team Collaboration:Work with global engineering teams, engaging in technical communication and collaboration to drive product innovation.
Responsibilities:
High-Quality Code Delivery:Write clean, concise, easy-to-read, and well-documented code to ensure the system is maintainable and scalable.Ensure code is designed for scalability and performance, anticipating future growth and changes.System Analysis and Refactoring:Analyze existing system code, refactor and optimize it, and write tests to ensure system stability and performance.Propose and implement refactoring strategies that improve maintainability, performance, and readability of the system.Code Review and Team Collaboration:Actively participate in code reviews, provide constructive feedback on pull requests, and help the team continuously improve.Share best practices to elevate the overall code quality within the team.Requirements Understanding and System Design:Collaborate closely with product and business teams to thoroughly understand requirements and contribute to system architecture design, implementing effective technical solutions.Contribute to the design and architecture of scalable systems, ensuring alignment with overall product strategy.Identify potential technical challenges early and propose effective solutions.International Team Collaboration:Work with global engineering teams, engaging in technical communication and collaboration to drive product innovation.