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Technical Product Support Manager Jobs in Colorado

Google

Product Support Manager, Google Fi

Boulder, CO · On-site

Experience coordinating across technical and non-technical stakeholders (e.g., Engineering, Product, Vendors) to launch features or manage support operations. Preferred qualifications: * Experience ...

Inspirato

Technical Product Manager

Denver, CO · On-site

$110K - $125K/yr

Technical Product Manager Reporting to: Senior Director, Product Management Location: Denver, CO ... causes we support. As an innovator in the industry, we recognize the valuable role diverse ...

Inspirato

Technical Product Manager

Denver, CO · On-site

$110K - $125K/yr

Technical Product Manager Reporting to: Senior Director, Product Management Location: Denver, CO ... causes we support. As an innovator in the industry, we recognize the valuable role diverse ...

Antech Diagnostics

Technical Product Manager

Loveland, CO · On-site

$90K - $100K/yr

Job Purpose/Overview The Technical Product Manager (TPM) is passionate and knowledgeable about advancing Antech's bold industry disruption and supporting fast-paced growth through expanded product ...

Antech Diagnostics

Technical Product Manager

Loveland, CO · On-site

$90K - $100K/yr

Job Purpose/Overview The Technical Product Manager (TPM) is passionate and knowledgeable about advancing Antech's bold industry disruption and supporting fast-paced growth through expanded product ...

STAND 8

Technical Product Manager

Denver, CO · On-site

$50 - $60/hr

We are seeking a Technical Product Manager to support an operations-driven product team focused on improving internal processes, tools, and workflows across the business. This role serves as a ...

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Technical Product Support Manager information

What does a Technical Product Support Manager do?

A Technical Product Support Manager oversees teams that assist customers with technical issues related to a company’s products. They are responsible for ensuring high-quality support, troubleshooting complex problems, and collaborating with product development teams to resolve recurring issues. Additionally, they analyze support metrics to improve customer satisfaction and often help develop training materials for both customers and support staff. Their role is crucial in maintaining product reliability and customer trust.

How does a Technical Product Support Manager typically collaborate with development and customer success teams to resolve complex product issues?

Technical Product Support Managers play a key role in bridging the gap between customers, support engineers, and product developers. When complex product issues arise, they coordinate with customer success teams to gather detailed feedback and ensure customer concerns are clearly understood. They also work closely with development teams to communicate technical problems, prioritize fixes, and follow up on progress. This collaborative approach helps ensure that issues are resolved efficiently and that product improvements align with customer needs.

What are the key skills and qualifications needed to thrive as a Technical Product Support Manager, and why are they important?

To thrive as a Technical Product Support Manager, you need a solid background in technical troubleshooting, product knowledge, and leadership, often supported by a degree in computer science or a related field. Familiarity with CRM systems, ticketing tools like Zendesk or Salesforce, and ITIL certifications are typically required. Outstanding communication, conflict resolution, and team management skills help build trust with both customers and support teams. These competencies are vital for ensuring efficient issue resolution, high customer satisfaction, and smooth coordination between technical and non-technical stakeholders.

What is the difference between Technical Product Support Manager vs Technical Support Specialist?

AspectTechnical Product Support ManagerTechnical Support Specialist
CredentialsTypically requires a bachelor's degree in IT, engineering, or related field; certifications like CompTIA or ITIL are commonSimilar credentials; often holds certifications like CompTIA A+ or Network+
Work EnvironmentManages support teams, oversees product issue resolution, and collaborates with development teamsProvides direct technical support to end-users or clients, troubleshooting hardware/software issues
Employer & Industry UsageUsed in tech companies, software firms, and hardware manufacturersCommon across IT service providers, tech support centers, and customer service departments

The Technical Product Support Manager focuses on overseeing support teams and managing product-related issues, while the Technical Support Specialist provides direct technical assistance to users. Both roles require technical knowledge and certifications, but differ in scope and responsibilities.

What cities in Colorado are hiring for Technical Product Support Manager jobs?

Cities in Colorado with the most Technical Product Support Manager job openings:

Technical Product Support Specialist II

Broomfield, CO • On-site, Remote

ZOLL Medical Corporation
Medical Equipment and Supplies Manufacturing • 1 - 5K employees
Learn more about ZOLL Medical Corporationexternal

Full-time

Re-posted 6 days ago

Job description

Acute Care Technology
Why Join ZOLL?
At ZOLL Data Systems, we're on a mission to save lives and improve clinical outcomes through advanced Enterprise and SaaS technology for EMS, hospital, and billing organizations. As a Technical Product Support Specialist II, you will handle more complex technical customer inquiries and provide advanced support for specific ZOLL enterprise products. You will manage issues with greater independence, using advanced troubleshooting skills and collaborating across teams or other departments when resolving multi-product or system-specific issues (e.g., DB, OS, Networking). This role includes contributing to the knowledge base and proactively analyzing technical trends to drive improvements in customer satisfaction
What You'll Do
  • Manage advanced troubleshooting for assigned ZOLL enterprise products, using analytical skills to identify root causes of technical issues (e.g., DB, OS, Networking), adhering to ZDM for complete documentation in Salesforce.
  • Handle complex technical issues independently, escalating only critical or unresolved problems to senior team members or CSO teams (e.g., Software Support, Implementation) or other departments (e.g., Product/R&D, SRE, IT App Hosting, Sales) as necessary, using Atlassian Jira Service Desk for handoffs.
  • Collaborate with other CSO teams or departments to address technical issues that span across multiple products or systems, ensuring seamless cross-product support, using Microsoft Teams or Slack for resource navigation.
  • Contribute to the knowledge base, creating and updating articles with solutions to complex technical problems (KB Create) and sharing insights with the team, linking relevant KB articles (KM Linking %) in Salesforce and Atlassian Confluence.
  • Identify technical trends through customer case analysis, proposing preventative support initiatives to reduce recurring issues, swarming in collaboration channels to enhance reputation as a technical expert.
  • Take a proactive approach by recognizing potential technical challenges and addressing them before they escalate, ensuring compliance with initial response and ANRD.
  • Cross-train on additional technical components within the suite (e.g., SQL Server, VMware), gaining a broader understanding of the ZOLL product ecosystem, using tools like Salesforce and Microsoft Teams.
  • Facilitate incident management processes, coordinating team responses to ensure timely resolution of high-priority technical cases or outages and adherence to SLAs, using Atlassian Jira Service Desk and Microsoft Teams.
  • Optimize hybrid meeting structures and remote team productivity guidelines, using virtual collaboration tools like Microsoft Teams, Slack, and LogMeIn Rescue to maintain technical service excellence.
  • Adhere to customers' preferred contact methods (e.g., Five9, email, LogMeIn Rescue) and monitor technical bugged cases in Pending Internal Status on a regular cadence, ensuring compliance with ANRD and resource engagement

What Success Looks Like
  • Timely, Responsive Support: Consistently meet or exceed response time goals (e.g., initial response and ANRD) while resolving moderately complex technical issues with speed and precision.
  • High-Quality Documentation: Maintain accurate, detailed, and ZDM-aligned case notes in Salesforce that ensure clarity, enable effective handoffs, and support team-wide visibility.
  • Customer-Centric Communication: Adhere to customer-preferred contact methods and deliver proactive, personalized technical assistance through channels like Five9, email, or LogMeIn Rescue.
  • Cross-Team Navigation & Escalation: Efficiently route technical issues to the appropriate internal teams (e.g., R&D, SRE, Software Support) using Jira Service Desk and Teams, with appropriate severity classification.
  • Knowledge & Collaboration Leadership: Drive improvements in KM metrics (e.g., KM Linking %, KB Create) by authoring high-quality content and actively supporting peers through swarming in Microsoft Teams and Slack.

What You Bring
  • Experience: 2-4 years in technical product or customer support, ideally in Enterprise and/or SaaS healthcare software.
  • Advanced Technical Expertise: Strong working knowledge of enterprise software components-including SQL Server, networking, VMware, and operating systems-allowing for efficient, high-quality technical support and troubleshooting.
  • Analytical Problem Solving: Proven ability to identify root causes of complex issues and deliver sustainable technical solutions, clearly documented using the ZOLL Diagnostic Method (ZDM) for rapid resolution and internal knowledge sharing.
  • Soft Skills: Exceptional communication and documentation skills, solid problem-solving ability, and a customer-centric mindset.
  • Mindset & Values: Enthusiastic about helping others, thrives in a fast-paced environment, and brings curiosity and resilience to every challenge.
  • Education: High school diploma required; a bachelor's degree or equivalent professional experience is preferred.

What We Offer
  • Remote flexibility or the option to work from our Colorado HQ
  • A collaborative, mission-driven work environment
  • Opportunities for growth, mentorship, and career development
  • Competitive compensation and benefits

The pay range for this position is $18-$28 / hourly. Final compensation will be determined by various factors such as a candidate's relevant work experience, skills, certifications, and location.
Apply Today
If you're passionate about making a difference and delivering support that saves lives, we want to hear from you. Join us and help ensure the tools used in critical care never fail the people who rely on them.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
  • Standing - Occasionally
  • Walking - Occasionally
  • Sitting - Constantly
  • Talking - Occasionally
  • Hearing - Occasionally
  • Repetitive Motions - Frequently

ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients's lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.
#LI-REMOTE
#LI-HM1
The hourly pay rate for this position is:
$18.00 to $28.00
Factors which may affect this rate include shift, geography, skills, education, experience, and other qualifications of the successful candidate. Details of ZOLL's comprehensive benefits plans can be found at www.zollbenefits.com.
Applications will be accepted on an ongoing basis until this position is filled. For fully remote positions, compensation will comply with all applicable federal, state, and local wage laws, including minimum wage requirements, based on the employee's primary work location.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, disability, or status as a protected veteran.
ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

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