Senior Product Support Engineer Manager

Meltwater
life insurance, parental leave, paid time off, 401(k)
United States, Colorado, Denver
1200 17th Street (Show on map)
Apr 18, 2025
Description What We're Looking For: We're looking for a seasoned leader to manage Meltwater's global team of Product Support Engineers. This role is critical in ensuring high-quality technical support across our SaaS platforms and collaborating cross-functionally to resolve complex issues to provide world class customer experiences. This Global Manager, Product Support Engineering will report to the Sr. Director, Global Support. Join our dynamic community, where we celebrate your distinct contributions and empower you to realize your full potential. What You'll Do: Lead and develop a global team of Product Support Engineers supporting our full product suite. Manage and resolve high-priority technical escalations in partnership with Product and Engineering. Optimize support operations-ticket management, escalations, KPIs, and workflows-to drive efficiency and quality. Collaborate with stakeholders across Sales, Product, and Customer Success to align support with business goals. Drive initiatives to improve tooling, automation, and support during the client lifecycle. Maintain clear, proactive communication with clients and internal teams. Establish and track global KPIs to measure team performance, productivity, response/resolution times, and customer satisfaction (CSAT). Foster a collaborative, inclusive team culture focused on continuous learning, accountability, and shared success. What You'll Bring: Bachelor's degree in a technical field or equivalent experience. 10+ years of technical support experience, including 3+ years in a global leadership role. Strong problem-solving and cross-functional collaboration skills. Proficiency in a scripting or programming language; foundational knowledge of databases and Unix/Linux. Experience with web technologies (HTML, CSS, JavaScript, HTTP) and support tools like Jira or Intercom. Excellent communication skills. Experience with ticketing and communication tools such as Jira, Intercom, or similar platforms is preferred. Legally authorized to work in the country of hire; hybrid role (1 in-office day/month). What We Offer: Flexible paid time off that allows you to have an enhanced work-life balance. Excellent medical, dental, and vision options 401(k) matching, life insurance, commuter benefits, and parental leave plans Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters. Energetic work environment with a hybrid work style, providing the balance you need. Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career. Base Salary range for this position: $127,000 - $169,000 USD per year. Our Story At Meltwater, we believe that when you have the right people in the right environment, great things happen. Our best-in-class technology empowers our 27,000 customers around the world to make better business decisions through data. But we can't do that without our global team of developers, innovators, problem-solvers, and high-performers who embrace challenges and find new solutions for our customers. Our award-winning global culture drives everything we do and creates an environment where our employees can make an impact, learn every day, feel a sense of belonging, and celebrate each other's successes along the way. We are innovators at the core who see the potential in people, ideas and technologies. Together, we challenge ourselves to go big, be bold, and build best-in-class solutions for our customers. We're proud of our diverse team of 2,200+ employees in 50 locations across 25 countries around the world. No matter where you are, you'll work with people who care about your success and get the support you need to unlock new heights in your career. We are Meltwater. Inspired by innovation, powered by people. Equal Employment Opportunity Statement Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: At Meltwater, we are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. We are committed to the principle of equal employment opportunity and strive to provide a work environment that is free from discrimination and harassment. All employment decisions at Meltwater are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or any other status protected by the applicable laws and regulations. Meltwater does not tolerate discrimination or harassment of any kind, and we actively promote a culture of respect, fairness, and inclusivity. We encourage applicants of all backgrounds, experiences, and abilities to apply and join us in our mission to drive innovation and make a positive impact in the world.