[Remote] Sr. Technical Product Support Manager at Propelus

United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related technical field
Strong technical acumen
Exceptional leadership skills
Deep commitment to customer satisfaction
Ability to prioritize the success and advancement of direct reports above their own
Full accountability for operational outcomes

Responsibilities

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)
Oversee the technical training and onboarding of new support staff
Conduct regular one-on-ones, performance reviews, and provide employees with short and long-term career guidance
Implement development plans for team members
Act as the final point of escalation for complex or critical technical issues
Manage communication and resolution across internal teams (Engineering, Product, QA)
Refine the escalation process to ensure timely and effective resolution of customer issues
Leverage performance data to proactively identify issue trends, prevent potential escalations, and optimize the overall case management process
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
Analyze support data, metrics, and customer feedback to identify systemic recurring issues and service gaps
Develop, implement, and maintain efficient, scalable technical support strategies and workflows
Evaluate and recommend new support tools to enhance team efficiency and the overall customer experience
Partner with peers in driving systems and process improvement initiatives
Serve as the voice of the customer within Propelus
Collaborate with Product Management to advocate for critical bug fixes and strategically influence the product roadmap
Partner with Customer Success and Sales teams to provide technical expertise during pre-sales or complex account management activities

Propelus

Manufactures toys, household items, and electronics

About Propelus

Propelus specializes in manufacturing toys, household items, and consumer electronics, providing a full range of services from product conception to final production. Their process ensures that products meet international standards, allowing clients to confidently enter the global market. Propelus differentiates itself from competitors by positioning as an alternative to traditional manufacturing hubs like China, capitalizing on India's growing manufacturing capabilities. The company operates with a business model focused on end-to-end solutions, generating revenue through service fees for design, engineering, and production. Propelus boasts a multinational team of experienced professionals dedicated to delivering high-quality products.

None, IndiaHeadquarters

2003Year Founded

VENTURE_UNKNOWNCompany Stage

Industrial & Manufacturing, Consumer GoodsIndustries

201-500Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

401(k) Company Match

Unlimited Paid Time Off

Flexible Work Hours

Wellness Program

Risks

Increasing labor costs in India may affect Propelus's competitive pricing strategy.

Changes in import-export regulations could lead to delays for international clients.

Local competitors in Bangalore may dilute Propelus's market share.

Differentiation

Propelus offers end-to-end manufacturing solutions from design to production.

The company positions itself as an alternative to traditional hubs like China.

Propelus has a multinational team dedicated to high-quality product delivery.

Upsides

Increased demand for eco-friendly toys offers Propelus a chance to innovate in materials.

India's 'Make in India' campaign provides Propelus with potential manufacturing incentives.

Global supply chain disruptions position Propelus as a strategic partner for diversification.

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