Senior Manager, Product Support

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Manager, Product Support based in the United States.

This role leads a technical support organization responsible for resolving complex product issues and delivering high-quality customer experiences.

You will manage a team of senior support engineers while serving as an escalation leader for critical cases and accounts.

The position combines people leadership, technical problem-solving, operational management, and continuous improvement.

You will use customer and operational data to improve metrics such as CSAT, NPS, time to resolution, and escalation rates.

You will also drive support processes, training programs, and initiatives that improve efficiency and customer adoption.

The environment is fast-moving and collaborative, with close partnership across technical and customer-facing teams.

This is an opportunity to develop technical talent while directly influencing customer outcomes and support operations at scale.