Job Overview We are seeking a dedicated Product Support Manager for our Swing Shift team who will play a crucial role in guiding and enhancing our technical support operations. You will leverage your deep knowledge of product support processes to develop strategic initiatives, oversee team performance, and collaborate effectively with cross-functional departments. Your responsibilities include monitoring team activities, ensuring timely incident resolution, managing workload during peak times, and providing essential coaching to team members to foster their professional development. The Swing Shift operates on a fixed 9-hour schedule from Sunday to Thursday, 11am-8pm Central US Time. Initially, you will be required to work an 8/9-hour shift from Monday to Friday, 8am-5pm CST for the first 1-2 months during onboarding. Role Responsibilities: Oversee daily team operations , ensuring effective management of customer incidents and requests in accordance with established policies. Monitor support performance metrics , ensuring updates are timely and service levels are consistently met. Collaborate with Product and Engineering teams to resolve technical issues and leverage customer feedback for product improvements. Proactively manage staff availability during operational hours, ensuring service standards are upheld during shifts. Mentor and develop your support team , providing guidance to enhance their technical abilities and support our department’s objectives. Implement and uphold company policies across the team, ensuring adherence to established standards. Track progress on daily tasks and projects , ensuring completion with a focus on quality and customer satisfaction. Serve as a point of contact for escalated support issues , providing expert guidance and resolution strategies. Preferred Qualifications: Experience managing technical support teams and collaborating effectively with Product and Engineering departments. Strong technical expertise , especially in SaaS products and troubleshooting. Familiarity with support tools (e.g., Salesforce, Jira) in a high-volume ticketing environment. Proven experience in coaching and mentoring teams, emphasizing technical and product knowledge development. Client-focused mindset with a strong understanding of customer expectations. Excellent written and verbal communication skills. Experience with Relativity is a plus, but not mandatory. Knowledge of eDiscovery is beneficial but not required. Familiarity with ITIL standards and best practices is advantageous. Minimum Qualifications: At least three years of experience leading or managing a team in a technical support setting. We are committed to fair and competitive compensation practices. This role offers a competitive base salary, annual performance bonuses, and long-term incentives. The expected salary range for this position is between $93,000 and $140,000, with final offers based on experience, skills, qualifications, and internal pay equity.