Manager, Product Support

Dublin, Remote. Posted 23 days ago

The role

You will lead a distributed Level 2 team and establish the EMEA support operation. You will manage triage, cross-regional handoffs, and coaching for approximately seven specialists.

What you will do

Lead a distributed Level 2 team and establish the EMEA support operation
Own triage and cross-regional handoffs
Build EMEA onboarding and self-paced training
Step into CSM and escalation conversations with enterprise customers
Analyze case trends and DSAT to identify recurring customer problems
Use regular coaching and operating reviews to assess individual performance
Plan regional coverage and balance queue demand

Required qualifications

Substantial experience managing experienced technical specialists in complex B2B software support
Investigate and resolve customer cases yourself
Set clear expectations and address performance concerns
Turn ambiguity into clear priorities and practical recommendations
Active use of AI and automation to improve analysis, documentation, and workflows
Experience at both large enterprises and startups
Hands-on experience building reports and working with a customer service platform, such as Zendesk
Experience with workforce management, such as Assembled
Experience with QA tooling, such as Intryc
Experience with ticket escalation software, such as JIRA, Linear or Pluno AI

Nice to have

API fluency
Experience leading support across regions or operating a follow-the-sun model
Experience designing or improving processes for case prioritization, escalations and continuity between shifts

About the company

MaintainX is a mobile-first work execution platform for industrial and frontline teams. In August 2026 MaintainX became part of Autodesk.