Program Manager, Supportability

TL;DR

Program Manager, Supportability (SaaS): Identify customer friction points and execute feedback programs to eliminate them through product improvements, instrumentation, documentation, and proactive measures. Focus on running technical programs that enhance supportability, prepare Support for new features, and drive changes via clear insights and analytics.

Location: Hybrid in Prague, Czechia. Expected to live in reasonable proximity to the office for weekly in-person team connections, meetings, and events. Not eligible for work from other countries.

Company

Leading agentic AI platform powering revenue workflows for enterprise organizations like Databricks, SAP, and Verizon.

What you will do

• Drive improvements to enhance customer support experience and reduce ticket volume.
• Identify product changes that minimize customer support contacts.
• Maintain backlog of supportability enhancements and advocate for their inclusion in release plans.
• Collect, organize, and prioritize feedback from tickets, escalations, CSAT/NPS, and operational data.
• Assist with cross-team prioritization of defects and enhancements, defining acceptance criteria including support readiness.
• Prepare Support for launches via early access, readiness reviews, training, and incident plans.
• Partner on analytics dashboards for incident trends, pain themes, and support metrics.
• Develop insights connecting customer pain to product backlog and quantify ROI of fixes.
• Champion self-service through search quality, in-product tips, and auto-diagnostics.

Requirements

• 7-10+ years in Technical Support, Support Engineering, Customer Success Operations, or Program/Project Management in SaaS.
• Strong analytical skills with data and metrics (e.g., SQL/Snowflake, BI tools like Tableau).
• Understanding of product lifecycle, release management, feature flagging, and change management.
• Ability to translate technical problems into defect reports and business impact statements.
• Excellent written and verbal communication.
• Demonstrated knowledge of Support KPIs (CSAT, reopen rates, time-to-workaround, deflection, cost-to-serve).
• Bachelor’s degree or equivalent experience.

Nice to have

• Technical understanding of hirify.global platform.
• Full program lifecycle ownership experience.
• Familiarity with Zendesk, Jira, Snowflake, Tableau, Salesforce, Datadog.
• Experience with betas/early access and release readiness for Support.
• Exposure to AI/ML-assisted support workflows.

Culture & Benefits

• Amazing office with running track on roof.
• Flexible time off, 5 weeks vacation, 5 sick days.
• 4% employer pension contribution.
• Private medical for employee and spouse.
• Life insurance at 2x salary.
• Monthly allowances for meals and expenses.
• Enhanced maternity/paternity leave.
• RSU program for company success.
• Diversity programs and employee resource groups.
• Referral bonuses and team outings.