Technical Product Manager

What You Will Do

• Own the product lifecycle for internal platforms that support customer support systems, including APIs, actions frameworks, batch processing engines, and third-party integrations.
• Collaborate deeply with Customer Service Engineering teams to define and prioritize requirements for agent-facing tools, automation systems, and workflows.
• Gather, analyze, and document product requirements, working closely with engineers, stakeholders, and global business partners.
• Translate business problems into well-structured technical requirements, including service/API definitions, workflows, and data integration models.
• Participate in and contribute to technical design reviews, collaborating closely with engineering and architecture teams.
• Evaluate and recommend build vs. buy options, considering open-source, commercial, and internally developed solutions.
• Work with engineering teams to explore and integrate AI-assisted tools and automation frameworks—including natural language processing, intelligent routing, and agent assist technologies—to enhance support operations and tooling.
• Engage in Agile ceremonies—attend stand-ups, planning sessions, and retrospectives as a core member of the Scrum team.
• Monitor the health of services in production, analyze API performance and reliability, and solve issues with support and development teams.
• Write and maintain high-quality PRDs, functional specifications, use cases, and user documentation.
• Partner across teams to deliver platform enhancements that scale globally and improve developer and agent productivity.
  

• 5+ years of experience in Technical Product Management, Business Systems Analysis, or a related role—preferably with prior experience as a developer or QA engineer.
• Bachelors or Masters or equivalent experience in Computer Science, Engineering, Management or a related field.
• Solid understanding of architectures dedicated to service delivery, with practical involvement in API systems like REST, SOAP, and GraphQL.
• Excellent communication skills, with the ability to distill complex technical concepts for different audiences.
• Proficiency in writing clear and comprehensive product documents, use cases, and system requirements.
• Working knowledge of SQL and comfort analyzing data to inform product decisions.
• Proficient in Agile/Scrum methodologies and experienced in fast-paced, iterative delivery environments.
• Skilled in documentation and presentation tools such as PowerPoint, Confluence, Visio, and Excel.
• A strong sense of ownership, a diligent approach, and a passion for crafting impactful platform solutions.
• Curiosity to deeply understand people, processes, and systems—and the creativity to craft pragmatic, scalable solutions.
• Strong technical experience in customer support systems is highly preferred, especially in building or integrating case/contact management platforms, designing and consuming scalable API platforms, developing workflow orchestration engines, engineering high-throughput web applications, and implementing or integrating enterprise-grade packaged software solutions within complex distributed environments.
• Experience or familiarity with AI-enabled product features, such as chatbots, ML-based decisioning, recommendation engines, or AI-assisted developer tools, is a plus.