Product Support Manager

Job Title: Product Support Manager

Location: National Harbor, MD (Hybrid) 

Type: Full Time 

Compensation: $90,000 to $120,000 Annually + Bonus Opportunities

Please note - applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Are you the kind of leader who's always one step ahead finding smarter ways to work, inspiring others, and never hesitating to roll up your sleeves? Eager to work at the intersection of business and bleeding-edge technology? 

Join a team that's all in on bringing next-generation AI capabilities to the most notable brands and institutions in the world. We are a forward-thinking company at the forefront of the AI revolution, dedicated to empowering businesses through innovative generative AI solutions.

At Cloudforce, we're seeking a Product Support Manager to oversee the daily operations of our nebulaONE AI product support team. Here, you'll drive process excellence, implement best practices, and be a guiding mentor to junior staff. You'll also be hands-on in the action, serving as the primary escalation point for complex issues and jumping in to resolve tickets alongside your team.

• Oversee daily operations of the nebulaONE product support team, ensuring exceptional customer service to end-users.
• Ensure the support team meets or exceeds internal and external Service Level Agreements (SLAs), such as first response time, resolution time, and customer satisfaction scores.
• Maintain accurate records; analyze support metrics and trends to generate actionable reports and recommendations for improvement of nebulaONE Service Desk activities.
• Create procedures and policies, including correct categorization/statuses, tagging, and association of development tickets as warranted and then provide accountability to ensure adherence.
• Manage incident response for product outages, deprecations, or major issues, communicating clearly with impacted stakeholders and customers.
• Oversee and direct development of the Service Desk Platform to continually improve customer experience.
• Lead, mentor, and develop support team members through coaching, training, and performance management.
• Support onboarding of new customers by providing guidance and education to ensure successful adoption of nebulaONE and utilization of the Service Desk Platform.
• Design and implement support processes and best practices to enhance customer satisfaction and operational efficiency.
• Collaborate with product teams to provide feedback on product features, usability, and bugs based on customer interactions.
• Act as the primary escalation point for complex or high-impact product issues, coordinating cross-functionally with engineering, product management, and customer success.
• Collaborate with other teams to identify and resolve recurring issues and implement solutions to improve nebulaONE Service Desk processes and procedures.
• Develop and maintain the nebulaONE knowledge base and documentation, ensuring team members have access to up-to-date information.
• Act as a representative of Cloudforce and nebulaONE by engaging in client-facing activities, including Quarterly Business Reviews, business development opportunities, demos, and more.
• Stay up to date with the latest technology trends and developments to ensure the nebulaONE Support Desk provides the best possible experience to end-users.
• Perform other duties, as assigned.

• Bachelor's degree in a related field or equivalent practical experience.
• Proven experience managing support teams in a SaaS or enterprise software environment.
• Excellent leadership, communication, and interpersonal skills.
• Analytical mindset with experience in support metrics, reporting, and continuous process improvement.
• Familiarity with support ticketing systems, knowledge base tools, and workflow automation.
• Ability to work collaboratively across technical and non-technical teams.
• Preferred understanding of nebulaONE platform features, administration, and troubleshooting.

• Learn and deploy modern technologies.
• Perform as a self-starter and manage your own time.
• Analyze and solve tough technical problems by leveraging leading-edge technologies.
• Demonstrate your expertise through a consultative and collaborative approach to engineering.
• Join monthly company outings and quarterly local service projects.
• Eat lunch as a team every Friday and have your hand at conquering our reigning ping-pong champions.

About Us:  

Cloudforce is a spirited team defined by the shared values of excellence, growth, teamwork, passion, giving back, and glee. As technophiles, we thrive on the latest developments in our chosen field of expertise: cloud computing. As humans, we are driven by the opportunities to make life better through the thoughtful application of technology. At Cloudforce, these two pursuits combine to form an effective, human-centered approach for making cloud solutions accessible for businesses, app developers, and entrepreneurs, alike. 

We offer our employees unique opportunities to learn, grow, and be part of a team that believes in more than just typical nine-to-five activities. We've built a culture around openness, inclusiveness, giving back to the community, team building, and growth. Whether it be through monthly team outings, annual trips, or our frequent charitable activities, we're serious about making each individual feel like they're part of our team. 

Cloudforce offers everything you'd expect in the perfect technology job…  

-Outstanding opportunities to learn, grow, and expand your network 

-Excellent compensation, benefits, and generous incentives 

-401K savings plan and education reimbursement 

-Ultra-modern gym with Tonal and Peloton 

-Super cutting-edge technology 

-State-of-the-art workspace 

-Community involvement 

-Great team synergy

But we also offer a few irresistible extras:  

-Friday afternoon shenanigans 

-A kitchen stocked with free snacks 

-Getting rewarded just for learning new things 

-Super fun location with restaurants, shops, and more 

-Seeing your input and suggestions heard and implemented 

-Free monthly garage parking with direct private access to the office 

-Brand-new, sun-filled National Harbor offices with scenic views of the Potomac 

-Scenic walking paths along the Potomac for getting some fresh air and think time 

-Applying your technology smarts and insights to make the world safer, smarter, better 

P.S.... Wondering about our other essential benefits? Here's a brief snapshot:  

-Medical, dental, life, and short-term disability insurance covered at 100% of the premium for employees and 50% for dependents. 

-Paid parental leave, including adoption and foster care placement. 

-PTO starting at 15 days during your first two years of employment, 20 days in years 2 through 4, and 25 days thereafter (+ incentive opportunities to earn more PTO). 

-9 company-observed holidays + 2 more floating holidays to cover additional observed holidays or for use as extra PTO. 

-And more Check out our careers page for more details:

Cloudforce is an Equal Opportunity/Affirmative Action employer. All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age, or genetic information.  

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in accordance with the Americans with Disabilities Act.