> Markdown version of [/jobs/ext/1716403-product-support-manager](https://www.wearedevelopers.com/jobs/ext/1716403-product-support-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Product Support Manager - **Company:** Long Tail Health Solutions Inc. - **Location:** Kirkland, WA, United States (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Software Bug Management, Software as a Service, Information Technology - **Published:** July 31, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=ab5b8c053259f70f ## About the Role * Required: Bachelor's degree * Preferred: Experience building or scaling a support function from an early stage, ideally in healthcare SaaS or a regulated industry. * 5+ years of experience in customer/product support, including 2+ years in a leadership role owning support strategy and process, not only ticket queues. Knowledge * Strong knowledge of support ticketing and helpdesk platforms and how to select and implement one appropriate to the company's stage. * Understanding of healthcare SaaS customer environments (hospital IT, utilization review/denials staff) and the operational stakes of support response time. * Familiarity with support metrics and SLA design (response time, resolution time, escalation paths). * Understanding of how support interacts with product and engineering (bug triage, feature request capture, escalation). Skills * Strong operational and process-design skills - able to build support infrastructure from close to a blank slate. * Good judgment on when to follow established support-industry practice versus design something novel for this customer base. * Strong leadership and hiring skills to build out the support team as it grows beyond the initial analyst. * Clear communicator able to represent customer pain points and support trends to product and engineering leadership. * Comfortable being hands-on with tickets early while simultaneously designing the function's long-term shape. ## Description The essential functions include, but are not limited to the following: * Support Infrastructure: Design and stand up support tooling, workflows, and SLAs, evolving them as the customer base grows. * Ticket Ownership: Own day-to-day service ticket management, ensuring timely and accurate resolution or escalation. * Team Building: Manage and grow the support team, starting with the Product Support Analyst role. * Escalation Management: Define and manage the escalation path between support, product, and engineering for bugs and complex issues. * Process Innovation: Identify and pilot new approaches to healthcare SaaS support rather than defaulting to a generic helpdesk model. * Metrics & Reporting: Establish support KPIs (response time, resolution time, ticket volume/trend) and report on support health to leadership. * Cross-Functional Feedback Loop: Ensure customer-reported issues and feature requests surfaced through support reach the appropriate product managers. ## Related Videos - [How to Survive The Worst Launch of Your Career with Brenda Romero](https://www.wearedevelopers.com/videos/609-how-to-survive-the-worst-launch-of-your-career-with-brenda-romero) - [Beyond the Hype: Building Trustworthy and Reliable LLM Applications with Guardrails](https://www.wearedevelopers.com/videos/1594-beyond-the-hype-building-trustworthy-and-reliable-llm-applications-with-guardrails) - [Enabling intelligent logistics automation: home-grown Industrial IoT platform at Austrian Post](https://www.wearedevelopers.com/videos/2018-enabling-intelligent-logistics-automation-home-grown-industrial-iot-platform-at-austrian-post) - [Building Talent Acquisitions Teams](https://www.wearedevelopers.com/videos/1496-building-talent-acquisitions-teams) - [Fleet Management - Reinvented](https://www.wearedevelopers.com/videos/473-fleet-management-reinvented) - [Hiring Technical Leaders: Promote from Within or Go External?](https://www.wearedevelopers.com/videos/100167-hiring-technical-leaders-promote-from-within-or-go-external) ## Related Articles - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Should Tech Managers Be Developers First? Pros and Cons](https://www.wearedevelopers.com/magazine/327-should-tech-managers-be-developers-first-pros-and-cons) - [How to Answer the Interview Question: “Why Do You Want to Be a Software Engineer?”](https://www.wearedevelopers.com/magazine/392-how-to-answer-the-interview-question-why-do-you-want-to-be-a-software-engineer) - [5 Step Guide to Managing New Job Expectations](https://www.wearedevelopers.com/magazine/343-5-step-guide-to-managing-new-job-expectations) - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs)