Technical Product Operations Manager
About the Role
You will act as the bridge between clients, product, and engineering to ensure smooth technical operations and support. You will manage the client support lifecycle in Jira Service Management, troubleshoot Tier 1–2 issues, coordinate escalations, monitor client environments, and maintain the client-facing knowledge base. You will own technical onboarding and assist with POCs and pilot deployments, translate client requirements into actionable solutions, prepare technical documentation and onboarding materials, administer and optimize Jira workflows and automations, analyze ticket trends, report KPIs, and drive continuous improvement of operational processes.
Requirements
- Bachelor's degree in Information Systems, Business, Computer Science, or related technical discipline
- 4-6 years in B2B technical operations, enterprise support, or customer success within SaaS, fintech, or tech services
- Familiarity with Jira, Confluence, and CRM platforms (HubSpot, Salesforce)
- Experience managing enterprise clients with SLAs, incident tracking, and escalation workflows
- Excellent communication skills to explain technical concepts to technical and non-technical stakeholders
- Working understanding of APIs, integrations, and cloud-based systems
- Strong analytical and problem-solving skills
- Preferred: experience with security-focused or fintech products
- Preferred: knowledge of automation tools or scripting (Jira automation, Python, Zapier)
- Preferred: familiarity with ITIL principles or service management frameworks
Responsibilities
- Act as primary technical product liaison for B2B clients
- Provide Tier 1–2 technical support and troubleshoot issues
- Manage full client support lifecycle in Jira Service Management and ensure SLA adherence
- Coordinate escalations to engineering and communicate status to stakeholders
- Proactively monitor client environments for issues and inefficiencies
- Own and maintain client-facing Knowledge Base and troubleshooting guides
- Translate client technical requirements into actionable solutions
- Support POC and pilot deployments and ensure handover to post-sales support
- Prepare technical documentation, system configuration details, and onboarding materials
- Maintain CRM and Jira integration to ensure visibility of client status
- Administer and optimize Jira workflows, automations, and dashboards
- Create and maintain Standard Operating Procedures for support and operations
- Analyze ticket trends and report metrics to leadership
- Measure and report on KPIs for client satisfaction, SLA adherence, and resolution times
- Coordinate internal reviews of complex client issues to improve response efficiency
Benefits
- Equity options
- Comprehensive benefits package (US and UK)
- Fully remote work environment