Manager, Product Support Engineering

Lead and mentor a team of product support engineers to deliver high-quality enterprise software support. Debug and troubleshoot incidents, replicate customer issues, and communicate findings to product management. Coordinate with Engineering, Product, and Customer Success to streamline processes, escalate issues when needed, and drive continuous improvement of the support organization. Provide hands-on technical support using Java, Linux, networking, and system tools; contribute to and maintain the Knowledge Base; respond to inquiries via cases, email, chat, and phone. Strong collaboration and leadership skills, with the ability to oversee case management workflows, review escalations for technical accuracy, and participate in hiring and onboarding for new team members. Desired skills include Java-based troubleshooting, scripting (Python, Bash, Groovy), CI/CD tools (Jenkins, Bamboo), container technologies (Docker, Kubernetes), databases (H2, Postgres), and cloud deployment (AWS, Azure, GCP).