Product Support Manager

Overview

As a member of the ONE Product Services team, the Product Support Manager position is responsible for secondary troubleshooting and escalating identified software deficiencies as reported to Information Technology from employees and partners. The goal is to lead and coordinate stability and quick resolutions for the proprietary software products and identify gaps between as and should be. This position plays a liaison role between Information Technology and Development to ensure excellence for delivered products to the business and to partners.

This role encompasses advanced troubleshooting skills and identification of solutions by analyzing and identifying manual and systemic solutions.

• Provides exceptional Subject Matter Expert level knowledge with an in-depth understanding of ONE product offerings, backoffice, business models, financial models and dependencies and how they interact with each other from Brand to Brand on the ONE Platform
• Troubleshoot escalated system and software issues as reported by Partners and Employees when engaged by Information Technology Product Support Team
• Familiar with Posthog to identify trends of failures
• Creates detailed bug or activity tickets as it relates to ONE’s proprietary software using Atlassian JIRA
• Proactive identification and prioritization of features and solutions based on product and system friction points and failure trends
• Prioritization of Sales and Service platform features in collaboration with Sales Leadership
• Service Level Agreement oversight for support response time and software availability including uptime statistics
• Provide suggestions for work around solutions when available
• Communicates urgent issues and outages with development team
• Sends out company-wide communication for urgent outage notifications
• Manage, perform, and document Root Cause Analysis to identify and eliminate the cause of break/fix issues as it relates to the ONE software products
• Understands API’s, Dev Tools, credit card processing systems, financial modeling, Power BI, Marketing tools and User Interface solutions
• Develops and documents for the Product Support team, processes and strategies as it relates to proprietary software utilized by internal customers and business partners
• Maintain Standard Operating Procedures for troubleshooting identified issues
• Create repeatable process documentation for future job knowledge transfer
• Maintains knowledgebase of troubleshooting documentation and SOP’s for knowledge transfer, proper usage of the system and troubleshooting techniques
• Monitor Grafana Dashboards for trends and early capture of impending system issues and performance
• Participates in the execution of software quality control test cases at the UAT and Prod environments
• Available and Responsible for immediate response after hours and on weekends in the event of an urgent business alert issue
• Maintain a good working dialogue with peers and upper management through teamwork in Product Services, Information Technology and Sales and Service Center management
• Manage a team of Product Support Level 2 subject matter experts to further support and quickly identify and report issues
• Participates in hiring process for new Product Support Level 2 Specialists
• Completes and delivers yearly performance reviews for direct reports

• Bachelors degree
• Minimum 5 years Software Support or Software Quality Assurance (testing)
• Current applied knowledge of software integration, credit card processors and travel related products and processes including but not limited to, Cruise Line business, Hotels, Resorts, Car Rentals, passenger flight and retail ecommerce suppliers
• Strong verbal and written communication skills
• Ability to use creativity in solving problems , troubleshooting issues, or generating improvement ideas
• Advanced skill level with MS Office (Microsoft Word, Excel, Outlook, PowerPoint, email, etc.)
• Familiarity with Atlassian JIRA
• Working knowledge of MS Azure/Dev Ops
• Sales Force experience
• Website Chat program familiarity
• Working knowledge of Power BI

• Prolonged periods of sitting at a desk and working on a computer, typically…