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# Product Support Manager

- **Company:** Lantern Strategy, LLC
- **Location:** Double Oak, TX, United States
- **Experience:** Expert
- **Salary:** $104,000.0 - $109,000.0
- **Contract:** Permanent contract
- **Skills:** Information Systems, Issue Tracking Systems, Log Analysis
- **Published:** August 24, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=db2242fe8a2d7b7d

## About the Role

* 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.

## Description

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.


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