Address: Redmond, WA 98052
Telephone: 901-207-8038
Email Address: smithassociates1725@gmail.com
Hours: Office Hours – 3:30 PM – 8:00 PM CST
This team is responsible for supporting and scaling a complex analytics product servinginternal and external partners, including large organizations integrating via API. The team includes multiple PMs, TPMs, developers, and a designer, with cross-functional collaboration across engineering, product, and partner onboarding. The environment is dynamic, with ongoing expansion, automation initiatives, and a focus on building scalable support workflows. Day-to-Day.
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Position Title : Technical Support & Release Manager
ATTENTION : ” $TOP PAY “(Interviewing Now)
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Location : Redmond, WA
Full time : Manager Technical Writer Technical Support Analyst
Job Type: Contract
Compensation : $50 – 68 Hourly
Summary :
– We are looking to hire a Technical Support & Release Manager in
Redmond, WA.
Team Overview :
– This team is responsible for supporting and scaling a complex analytics
product serving internal and external partners, including large
organizations integrating via API.
– The team includes multiple PMs, TPMs, developers, and a designer,
with cross-functional collaboration across engineering, product, and
partner onboarding.
– The environment is dynamic, with ongoing expansion, automation
initiatives, and a focus on building scalable support workflows. Day-to-Day.
Objectives:
– Own Tier 2 product support, including incident management, debugging,
and direct partner/customer issue resolution.
– Design, optimize, and automate support flows/TSGs and onboarding
workflows for API integrations and preview programs.
– Instrument and monitor support throughput, SLAs, and analytics,
reporting gaps and scaling needs to leadership.
– Collaborate with PMs, TPMs, engineering, and partner teams to ensure
seamless onboarding, feedback loops, and escalation processes.
– Act as a super user of the product, quickly gaining deep technical
expertise in the product and data flows, and eventually training additional
support resources.
– Contribute to process improvement, including designing onboarding
communications, SLAs, and support documentation.
– Interface with incident management tools (ICM, ADO) and ensure
continuity across engineering and product management processes.
– Prepare for future scaling by laying foundational support processes
and identifying when additional resources are needed.
Requirements :
– 6-8+ years of experience in a technical product support, with
experience in SaaS/web applications, analytics platforms, and API
integrations
– Strong understanding of incident management systems (ICM or
similar), ticketing, and support analytics
– Proven ability to design, automate, and optimize support workflows
and onboarding processes for complex products
– Technical proficiency in debugging, data analysis, and
troubleshooting product issues, including live site incidents
– Experience collaborating across product, engineering, and partner
teams, with strong communication and stakeholder management
skills
– Comfortable working in a distributed, multi-time-zone team;
location flexibility is acceptable
– Leadership qualities to train and onboard future team members
as the support function scales
For consideration you must act now, send resume to
smithassociates1725@gmail.com. Sincerely,
Gerald Smith
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