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Product Support Manager, Trilogy

vor 3 Wochen

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The tech industry is plagued by frequent product outages, operational inefficiencies, and reactive customer support that leaves users frustrated and dissatisfied. Data shows that downtime costs companies an average of $5,600 per minute, yet many still struggle with slow issue resolution and a lack of cross-team coordination.

At Trilogy, we do things differently. We’ve built a fast-paced, accountability-driven culture where autonomy reigns. You won’t just be resolving issues; you’ll be taking full ownership of product health. Every decision you make directly impacts the reliability of our products and the satisfaction of our customers. Our approach is proactive, rather than scrambling to fix what’s already broken. If you’re the type who thrives on strategic thinking and operational excellence, this is where you can shine.

This isn’t a support role where you’re just checking off tickets. You’ll be running the entire show when it comes to product operations. You’ll triage incoming requests, troubleshoot real-time issues, and make fast, high-impact decisions every single day. This role demands someone who’s comfortable with autonomy and thrives on the challenge of keeping a product healthy in a high-pressure environment. If you love making quick, strategic decisions that directly impact the product’s success and reliability, you’ll thrive here.

**What you will be doing**
- Product Issue Resolution: Addressing outages, technical issues, and general operational tasks.
- Product Documentation and Knowledge Management: Updating product-specific documentation and maintaining knowledge bases.
- Client Reporting and Check-ins: Executing daily and weekly product deliveries and conducting regular check-ins with customers

**Key Responsibilities**
- Ensure the healthy operations of Trilogy's products by effectively managing a fast-paced environment with multiple priorities, quickly resolving product-related issues, and proactively communicating and problem-solving across teams to maintain product reliability and customer satisfaction.
- Experience in a product operations role with a focus on SaaS environments
- Experience directly engaging with customers
- Experience maintaining legacy systems
- Familiarity with generative AI tools, such as ChatGPT, Claude, and Gemini

**This position is also known as**:

- Senior Technical Support Engineer