Sr. Technical Product Support Manager

Propelus is seeking a passionate and results-driven Sr. Technical Product Support Manager to lead our technical support team and ensure our customers receive world-class service. This role is a critical link between our customers and our Product and Engineering teams, responsible for managing technical escalations, optimizing support processes, and driving product improvements based on customer feedback.

Requirements

• Lead, mentor, and develop a team of Technical Product Support Specialists
• Manage team scheduling, capacity, and performance to ensure coverage and achievement of service level agreements (SLAs) and key performance indicators (KPIs)
• Act as the final point of escalation for complex or critical technical issues
• Develop and maintain in-depth technical knowledge of all Propelus products and services
• Contribute to the creation and maintenance of internal and customer-facing knowledge base articles, technical documentation, and troubleshooting guides

Benefits

• Awarded one of BuiltIn's 2025 Best Places to Work and honored as a Silver Stevie Award Winner in the 2025 Stevie Awards For Great Employers
• Professional development allowance
• Flexibility for balancing work with the rest of life and ample PTO
• 401K with company matching
• Employees can choose from HSA, FSA, and traditional insurance options for medical, dental, and vision coverage
• Lifestyle Spending Account (LSA)
• Propelus Flex Club
• Life insurance policy