Senior Product Manager, Technical Services Engineering

<p>The CIO’s Post Sales organization builds and operates the technology platforms that enable the end-to-end customer lifecycle, spanning Revenue Operations, Customer Support, Customer Success, and Professional Services.</p> <p>As a Senior Product Manager within the Post Sales organization, you will own the product strategy and roadmap for the technical services platforms and tools. These platforms and tools are used by customer facing developers and engineers and will significantly impact their ability to solve extremely technically complex problems on a day to day basis. Initiatives could include work around a Customer Health Application, utilizing agentic capabilities to minimize manual tasks, optimizing integrations options and more.</p> <p>You will partner with Technical Services and Engineering leaders to define product vision, prioritize investments, solve hard problems creatively by delivering scalable solutions that improve end customer experiences, drive operational efficiency, and support scaling business growth.</p> <p>We are looking to speak to candidates who are based in Austin, Seattle, Palo Alto and New York for our hybrid working model.</p> <h3>Responsibilities</h3> <h3>Domain Expertise</h3> <ul> <li>Proven experience modernizing Technical Support platforms including developer tooling, including but n knowledge sharing, workforce planning, workflow automation and optimization for technical support engineers </li> <li>Strong understanding of end-to-end support user journey, including case creation and management, omni-channel case routing, prioritization, system integrations, and AI-driven proactive customer engagement</li> <li>Expertise in customer and support agent journeys, support processes, and operational workflows, with a track record of leading large-scale digital transformations and delivering custom solutions that address complex business challenges creatively</li> <li>Extensive knowledge of integration patterns across Salesforce Sales Cloud, Service Cloud, external support portals, developer tooling and analytics platforms to deliver seamless customer and agent experiences</li> <li>Broad understanding of the post-sales milestones spanning Professional Services, Technical Support, and Solution Architects with the ability to design solutions that optimize this end user experience</li> <li>Expertise in building, scaling out of the box technology solutions for Customer Support, and Professional Services organizations</li> </ul> <h3>Product Strategy & Vision</h3> <ul> <li>Translate business strategy, stakeholder needs, and operational priorities into scalable, platform-based product capabilities on a product roadmap</li> <li>Partner with business and engineering leaders to provide sound judgement product investments with enterprise architecture, security, governance, and platform standards</li> <li>Develop clear product requirements (PRDs), prioritize features, define measurable outcomes, and drive adoption through data-driven decision making</li> <li>Balance short-term business priorities with long-term platform strategy to maximize customer value, operational efficiency, and business impact</li> <li>Champion a product-led mindset by continuously incorporating customer feedback, operational insights, and market trends into product evolution</li> </ul> <h3>Stakeholder Engagement</h3> <ul> <li>Partner with Technical Services’ leaders and identify opportunities to transform the organization’s ways of working</li> <li>Represent the voice of the user, ensuring solutions address real operational challenges</li> <li>Communicate priorities, trade-offs, timelines, and progress clearly to stakeholders and leadership</li> <li>Build strong partnerships with engineering teams, architects, and external vendors</li> </ul> <h3>Roadmap & Delivery</h3> <ul> <li>Own and maintain the product backlog and roadmap, prioritizing work based on business impact and technical feasibility</li> <li>Collaborate closely with engineering teams in an Agile environment to plan and deliver product releases</li> <li>Balance new feature development with platform improvements and technical debt</li> <li>Ensure smooth product delivery by managing cross-team dependencies and aligning stakeholders</li> </ul> <h3>Adoption & Change Management</h3> <ul> <li>Partner with enablement and change management teams to drive adoption of new capabilities</li> <li>Communicate product changes and new features across impacted teams</li> <li>Monitor KPIs and support incident or problem management when issues arise</li> </ul> <h3>Requirements</h3> <ul> <li>8+ years of Product Management experience in enterprise SaaS or cloud platforms</li> <li>Strong domain expertise in Technical Services & developer tooling and implementing solutions</li> <li>Experience building custom workflow applications, automation platforms, or AI-powered tools</li> <li>Deep knowledge of Sales and Service Cloud and customer lifecycle processes</li> <li>Experience working with telemetry, analytics, and customer health data</li> <li>Ability to partner effectively with engineering, operations, and business stakeholders</li> <li>Technical fluency building/deploying agents focused on Developers, Technical support engineering workflows</li> <li>Experience using product metrics and analytics to guide decisions</li> <li>Bachelor’s degree in Computer Science, Engineering, or related fi