Product Support Manager

Enterprise strategy and operations software is evolving rapidly, and reliable technical support is what keeps modern platforms running smoothly. LanternField Strategy builds operational tools and advisory platforms that enterprise teams rely on every day.

We believe high-impact customer support comes from clear communication, practical problem-solving, and systems that value the user’s time. If you want to shape how enterprise client issues are resolved in a steady, focused work environment, we welcome your application.

Day-to-day responsibilities

• Oversee daily support desk operations, triaging customer requests and ensuring timely resolution.
• Analyze recurring support ticket trends to identify underlying issues and partner with product teams on long-term fixes.
• Define tier-one and tier-two escalation paths, support metrics, and resolution targets.
• Write clear documentation, troubleshooting guides, and knowledge base articles for internal and external use.
• Train and mentor support specialists to maintain consistent quality across all client interactions.

• 5+ years of experience leading technical product support or customer operations teams.
• Proven track record of improving resolution rates, response times, and customer satisfaction metrics.
• Strong background with ticketing systems, log analysis, and incident management workflows.
• Clear written and verbal communication skills across technical and non-technical audiences.
• Bachelor’s degree in Information Systems, Business, or equivalent practical experience.
• Legal authorization to work in the United States without current or future sponsorship.

Pulled from the full job description

• Parental leave
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Vision insurance, * $104,000 - $109,000 per year
• Monday through Friday
• Standard business hours
• Comprehensive health, dental, and vision insurance options, paid time off, company holidays, and a 401(k) retirement plan with employer match, subject to applicable plan terms., * 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance