Sr. Technical Product Support Manager

Propelus simplifies workforce compliance management across healthcare. Our innovative technology and strategic partnerships empower millions of professionals, their employers, and regulators to work together, creating a connected and efficient healthcare ecosystem.

As a trusted leader for over 20 years, Propelus has focused on bringing more good into the lives of the people and organizations serving healthcare. We deliver seamless compliance solutions to millions. We leverage market-leading technology and essential data to simplify complex operations, reduce risk, and champion a safer, healthier, and happier workforce.

Job Summary
Propelus is seeking a passionate and results-driven Sr. Technical Product Support Manager to lead our technical support team and ensure our customers receive world-class service. This role is a critical link between our customers and our Product and Engineering teams, responsible for managing technical escalations, optimizing support processes, and driving product improvements based on customer feedback. The ideal candidate will combine strong technical acumen, exceptional leadership skills, and a deep commitment to customer satisfaction. This manager is expected to prioritize the success and advancement of their direct reports above their own, while operating with full accountability for all operational outcomes.

Key Responsibilities
Team Leadership & Management

• Lead, mentor, and develop a team of Technical Product Support Specialists, driving a culture of high performance, accountability, continuous improvement, and technical excellence.
• Manage team scheduling, capacity, and performance to ensure coverage and achievement of service level agreements (SLAs) and key performance indicators (KPIs) like response time and resolution quality.
• Oversee the technical training and onboarding of new support staff.
• Conduct regular one-on-ones, performance reviews, provide employees with short and long-term career guidance, and implement development plans for team members.

Technical Escalation & Resolution

• Act as the final point of escalation for complex or critical technical issues, managing communication and resolution across internal teams (Engineering, Product, QA).
• Own and refine the escalation process to ensure timely and effective resolution of customer issues.
• Leverages performance data to proactively identify issue trends, prevent potential escalations, and optimize the overall case management process.
• Develop and maintain in-depth technical knowledge of all Propelus products and services.
• Contribute to the creation and maintenance of internal and customer-facing knowledge base articles, technical documentation, and troubleshooting guides.

Process Improvement & Strategy

• Analyze support data, metrics, and customer feedback to identify systemic recurring issues and service gaps, translating these insights into actionable opportunities for product and process improvements
• Develop, implement, and maintain efficient, scalable technical support strategies and workflows.
• Evaluate and recommend new support tools to enhance team efficiency and the overall customer experience.
• Partners with peers in driving systems and process improvement initiatives.
• Able to organize work for maximum efficiency and fast delivery while keeping the quality bar high.

Cross-Functional Collaboration

• Serve as the voice of the customer within Propelus, regularly collaborating with Product Management to advocate for critical bug fixes and strategically influence the product roadmap based on data and customer impact.
• Partner with Customer Success and Sales teams to provide technical expertise during pre-sales or complex