Position Overview:
We seek an experienced and dedicated Incident/Product Support Manager to join our team. This role is crucial for ensuring our software and apps run smoothly and maintaining high customer satisfaction. You will be responsible for managing incident response, providing product support, and improving support processes. As we are building a small support team to manage our portfolio of clients, you will play a key role in shaping the support function.
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About the Role:
While coding knowledge would be ideal, this position is more focused on monitoring (Infra, DBs, Logs, Metrics, Traces) using tools such as Datadog, Posthog, Sentry, and Betterstack. You will need to have strong customer experience skills and will be in charge of managing almost every incident within the company, constantly referring to engineering rather than operations. There are four pillars of product support that we cover:
- Reliability & Performance - Keeping applications running with near-perfect up-time, allowing for minimal disruption to our client's operations. Our optimization strategies help our product operate efficiently, delivering a responsive and high-performing user experience.
- Product Analytics—We collect data to keep track of user behavior and empower our clients to take action when something in their flow is not working as expected or they’re in need of further improvements.
- User Experience Monitoring - We track and analyze user interactions with digital products. Using tools like heatmaps and session recordings, we identify pain points and gather insights to optimize design, enhancing user satisfaction and product effectiveness.
- Customer Service - The user experience is at the core of any platform. We handle the communication around any issues reported by the users of our clients' platforms. We use a number of tools and automation to keep our clients and customers up to date so they can focus on the business and not bugs.
We support these four pillars with both a proactive and reactive approach:
Proactive - Using our monitoring tools to perform maintenance, find vulnerabilities, and make improvements before they become issues, keeping the application healthy and stable.
Reactive - Quickly address incidents upon notification from clients, their customers, or our monitoring systems, ensuring timely resolution.
Key Responsibilities:
- Incident Management:
- Lead the incident management process, including identification, investigation, and resolution of incidents.
- Coordinate with internal teams to ensure timely resolution of issues and minimize downtime.
- Communicate incident status, resolution plans, and post-incident analysis to stakeholders.
- Product Support:
- Provide top-tier support for our digital products, addressing customer inquiries and issues.
- Develop and maintain a deep understanding of our products to effectively troubleshoot and resolve customer problems.
- Collaborate with engineering and product teams to address recurring issues and improve product performance.
- Process Improvement:
- Continuously improve incident management and support processes to enhance efficiency and customer satisfaction.
- Implement and maintain support documentation, knowledge bases, and training materials.
- Monitor and analyze support metrics to identify trends and areas for improvement.
- Customer Communication:
- Maintain clear and proactive communication with customers throughout the incident lifecycle.
- Gather customer feedback to inform product improvements and feature development.
- Build and maintain strong relationships with key customers.
Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- You must have a Macbook on which you can work.
- Experience working with a modern frontend framework like React or NextJS.
- Experience working in the backend with Javascript or Ruby. Preferably With NestJS or Ruby On Rails.
- Experience working with monitoring tools like Sentry, New Relic, BetterStack etc.
- 2+ years of experience in incident management, product support, or a similar role in the software industry.
- Technical background with the ability to understand and troubleshoot complex software systems.
- Excellent problem-solving skills and the ability to remain calm under pressure.
- Outstanding communication skills, both written and verbal, with a customer-centric approach.
- Experience with support tools and platforms (e.g., Zendesk, Jira, Clickup).
- Familiarity with software development and deployment processes.
- Knowledge of APIs, monitoring tools, SQL/PostgreSQL, and agile environments.
- Some coding knowledge.
- Intermediate English level (important)
Preferred Qualifications:
- Experience in a digital product studio or similar environment.
- Knowledge of cloud technologies and platforms (e.g., AWS, Azure).
- Certification in ITIL or similar incident management frameworks.
What We Offer:
- Competitive salary and benefits package.
- Hybrid work environment. Preferably a few times a week in the office and the rest remote - but full remote is available for anyone outside Buenos Aires.
- Trial period for 2 months, after which we will extend a year long contract.
- Opportunity to work with a talented and passionate team.
- Professional development opportunities.
- A collaborative and innovative work environment.
- The chance to make a significant impact on cutting-edge digital products.
PLEASE SEND RESUME IN ENGLISH.
PLEASE NOTE: 1-2 INTERVIEWS WILL BE IN PERSON IN BUENOS AIRES
About OneSeven Tech:
OneSeven Tech is a digital product studio for startups and enterprises. Our startup clients have raised over $96 million in Venture Capital, and our enterprise clients range from 2000-person hospitality groups to publicly traded companies on the NASDAQ.
We love building digital products and helping companies succeed in their market. Working at OneSeven is an excellent opportunity to test your skills, build new skills, and be an early employee at a growing startup.
OST's Headquarters is in Miami, Florida, but our employees work remotely worldwide. Our 3 main locations are Miami, Mexico City, Mexico, and Buenos Aires, Argentina. We are looking for talented software experts to join our team near one of our three locations.