In this role, you will be responsible for coordinating the triage, tracking, and internal communications around support tickets that are escalated to software engineering. While this is a non-technical position, the role will work closely with engineering VP and Directors across multiple development teams to track and report on production issue status, metrics, and plans to resolve support tickets that have escalated beyond technical support. Position requires strong communication and project management skills.

Job Duties

• Responsible for tracking support tickets that escalate to engineering teams.  (level 5)
• Triages escalations to identify impact and engages appropriate product engineering leads / managers on high priority issues.
• Adjusts communication approach, methods and frequency according to situational variables.
• Prepares internal reports, briefings, and project plans in support of issue resolution.
• Prepares dashboards to visualize trends or spikes in production issues.
• Schedules and hosts meetings related to support tickets or project plans
• Proactively analyzes historical production support tickets to identify issues and trends that should be escalated for review by engineering management.
• Tracks software rollouts in waves and prepares reports on install base by software version.
• Works cross-functionally with other teams including Technical Support
• Hosts meetings and prepares project plans when needed to address an issue.
• Actively seeks new and better ways to communicate customer support metrics to engineering team leads and management
• Works closely with other project managers and product owners when resolutions to issues are slotted to release.

Qualifications

• 7+ years in software/technology industry acting in various project management, tech support, issue coordination, or metric reporting roles.
• 2+ years in project management role
• Strong background in data visualization or reporting using Excel, Power BI or equivalent tools
• Knowledgeable in technical support or production support practices and terminology
• Familiarity with production support ticketing tools
• Possess proficient analytical, problem solving and decision-making skill
• Flexible and adaptive to changing priorities