Sr. Staff Technical Product Manager – Customer Support (SaaS)

Location: Novi Sad, South Bačka, Serbia; hybrid work

Company

Builds data infrastructure and pipelines that help organizations move, transform, govern, and use data for analytics and AI.

What you will do

• Own and maintain the roadmap for systems supporting the global Customer Support organization.
• Prioritize initiatives across case management, customer portals, service delivery, workforce workflows, and support automation.
• Translate ambiguous business needs into product, process, and systems requirements.
• Design scalable solutions across Zendesk and its ecosystem of APIs, integrations, automation, and data flows.
• Guide technical tradeoffs and participate in testing, rollout, enablement, and adoption.
• Build alignment across Support, Product, Engineering, Professional Services, Legal, and other stakeholder groups.

Requirements

• 7+ years of experience in Technical Product Management, Business Systems, Technical Business Analysis, Product Ownership, Implementation Consulting, or a related technical role.
• Experience with customer support, customer experience, or complex business workflows in a SaaS or technology environment.
• Strong foundation in APIs, integrations, data flows, automation, and interconnected business systems.
• Ability to clarify loosely defined requests and recommend simpler, scalable solutions.
• Strong stakeholder management, communication, product judgment, and execution skills.
• Curiosity about AI, automation, and emerging technologies for improving customer and employee experiences.

Nice to have

• Hands-on Zendesk administration or experience building Zendesk API applications and integrations.
• Experience with AI-enabled customer support, agent-assist, or workflow automation.
• Experience with workforce management, premium support, Professional Services workflows, or support-platform consolidation.

Culture & Benefits

• Employer-paid medical insurance, with details varying by country and worker type.
• Paid vacation or flexible/unlimited vacation depending on role and country, paid sick time, parental leave, holidays, and volunteer days.
• RSU stock grants and professional development and training opportunities.
• Monthly cell phone stipend and access to personalized mental health support.
• Virtual social events, food, and team-building activities.