Technical Support & Release Manager Redmond, WA

Technical Support & Release Manager Redmond, WA Job Type: Contract Compensation: $50 - $68 Hourly Description

supporting a client that is looking to hire a Technical Support & Release Manager in Redmond, WA. Team Overview:
This team is responsible for supporting and scaling a complex analytics product serving internal and external partners, including large organizations integrating via API. The team includes multiple PMs, TPMs, developers, and a designer, with cross-functional collaboration across engineering, product, and partner onboarding. The environment is dynamic, with ongoing expansion, automation initiatives, and a focus on building scalable support workflows. Day-to-Day Objectives:

• Own Tier 2 product support, including incident management, debugging, and direct partner/customer issue resolution
• Design, optimize, and automate support flows/TSGs and onboarding workflows for API integrations and preview programs
• Instrument and monitor support throughput, SLAs, and analytics, reporting gaps and scaling needs to leadership
• Collaborate with PMs, TPMs, engineering, and partner teams to ensure seamless onboarding, feedback loops, and escalation processes
• Act as a super user of the product, quickly gaining deep technical expertise in the product and data flows, and eventually training additional support resources
• Contribute to process improvement, including designing onboarding communications, SLAs, and support documentation
• Interface with incident management tools (ICM, ADO) and ensure continuity across engineering and product management processes
• Prepare for future scaling by laying foundational support processes and identifying when additional resources are needed

• 6-8+ years of experience in a technical product support, with experience in SaaS/web applications, analytics platforms, and API integrations
• Strong understanding of incident management systems (ICM or similar), ticketing, and support analytics
• Proven ability to design, automate, and optimize support workflows and onboarding processes for complex products
• Technical proficiency in debugging, data analysis, and troubleshooting product issues, including live site incidents
• Experience collaborating across product, engineering, and partner teams, with strong communication and stakeholder management skills
• Comfortable working in a distributed, multi-time-zone team; location flexibility is acceptable
• Leadership qualities to train and onboard future team members as the support function scales