Whiteshield: Product Support Manager
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Key skills for this role
About the Role
Whiteshield is hiring a Product Support Manager to own the support, stability, and continuous improvement of digital products. This role bridges operations, engineering, and stakeholders, managing incidents, tickets, and escalations.
Key Skills for This Role
Responsibilities
- Own the end to end incident and issue management process
- Manage support tickets, escalations and service levels
- Act as the primary point of contact for stakeholders and users regarding product issues
- Coordinate with engineering teams to investigate defects and ensure timely resolution
- Track, communicate and report on incidents, their root causes and trends
- Facilitate triage meetings and push for issue resolution across cross functional teams
- Maintain support documentation, knowledge bases and operational procedures
- Monitor application performance and identify opportunities for continuous improvement
- Support product releases and ensure smooth deployment and post release monitoring
- Build strong relationships with clients and internal stakeholders providing clear and proactive communication
- Establish and improve support processes, metrics and reporting
- Contribute to a culture of service excellence and continuous improvement
Requirements
- 5+ years of experience in Product Support, Application Support, Service Delivery or Operations roles
- Experience managing incidents, tickets and stakeholder communications
- Strong understanding of software development lifecycles and agile delivery
- Ability to coordinate multiple priorities in a fast paced environment
- Excellent communication and relationship management skills
- Experience working closely with engineering and product teams
- Strong analytical and problem solving abilities
- Experience with ticketing systems such as Jira or Azure DevOps
- Ability to translate technical issues into clear business language
Full Job Posting
WHERE YOU FIT IN
- We are looking for a Product Support Manager to own the ongoing support, stability and continuous improvement of our digital products and applications.
- This role sits between operations, engineering, and stakeholders, ensuring issues are effectively managed, communicated, and resolved. You will be responsible for maintaining a high quality support experience, coordinating across teams and driving timely resolution of incidents and defects.
WHAT YOU WILL DO
- Own the end to end incident and issue management process
- Manage support tickets, escalations and service levels
- Act as the primary point of contact for stakeholders and users regarding product issues
- Coordinate with engineering teams to investigate defects and ensure timely resolution
- Track communicate and report on incidents, their root causes and trends
- Facilitate triage meetings and push for issue resolution across cross functional teams
- Maintain support documentation, knowledge bases and operational procedures
- Monitor application performance and identify opportunities for continuous improvement
- Support product releases and ensure smooth deployment and post release monitoring
- Build strong relationships with clients and internal stakeholders providing clear and proactive communication
- Establish and improve support processes, metrics and reporting
- Contribute to a culture of service excellence and continuous improvement
OUR CORE TECH STACK (Flexible)
- Backend: C# / .NET / Python
- Frontend: React / Next.js
- Database: MSSQL, PostgreSQL, Elasticsearch, MongoDB
- Cloud: Azure or Google Cloud
- Dev Tools: Git, CI/CD pipelines, Docker
- Ticketing and Collaboration: Jira, Azure DevOps, Confluence, Teams
WHAT YOU'LL BRING
- 5+ years of experience in Product Support, Application Support, Service Delivery or Operations roles
- Experience managing incidents, tickets and stakeholder communications
- Strong understanding of software development lifecycles and agile delivery
- Ability to coordinate multiple priorities in a fast paced environment
- Excellent communication and relationship management skills
- Experience working closely with engineering and product teams
- Strong analytical and problem solving abilities
- Experience with ticketing systems such as Jira or Azure DevOps
- Ability to translate technical issues into clear business language
Bonus Points For
- Experience supporting enterprise or government digital platforms
- Familiarity with SQL and basic log analysis
- Experience with release management and change management processes
- Knowledge of ITIL or service management frameworks
- Previous consulting or client facing experience
WHAT WE VALUE
- Ownership and accountability: You drive issues to resolution
- Collaboration and empathy: You build trust across teams
- Delivery and impact: You focus on outcomes and service quality
- Curiosity and continuous improvement: You seek ways to make processes better
PERKS AND OPPORTUNITIES
- Accelerated Career Trajectory: We operate a performance driven environment with clear progression pathways
- Seamless Relocation: For those relocating we provide comprehensive transition support including visa sponsorship and relocation assistance
- Supporting Your Performance: We provide Tier 1 global medical coverage, wellbeing support, family allowances where applicable and structured savings plans.
- Helping Teams Perform: We offer generous annual leave, flexible work arrangements and opportunities to connect beyond the day to day through retreats and team events.
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