Product Support Manager

Key Responsibilities

• Provides exceptional Subject Matter Expert level knowledge with an in-depth understanding of ONE product offerings, backoffice, business models, financial models and dependencies and how they interact with each other from Brand to Brand on the ONE Platform
• Troubleshoot escalated system and software issues as reported by Partners and Employees when engaged by Information Technology Product Support Team
• Familiar with Posthog to identify trends of failures
• Creates detailed bug or activity tickets as it relates to ONE’s proprietary software using Atlassian JIRA
• Proactively identifies and prioritizes features and solutions based on product and system friction points and failure trends
• Prioritization of Sales and Service platform features in collaboration with Sales Leadership
• Service Level Agreement oversight for support response time and software availability including uptime statistics
• Communicates urgent issues and outages with development team
• Sends out company-wide communication for urgent outage notifications
• Manages, performs, and documents Root Cause Analysis to identify and eliminate the cause of break/fix issues as it relates to the ONE software products
• Understands API’s, Dev Tools, credit card processing systems, financial modeling, Power BI, Marketing tools and User Interface solutions
• Develops and documents for the Product Support team, processes and strategies as it relates to proprietary software utilized by internal customers and business partners
• Maintain Standard Operating Procedures for troubleshooting identified issues
• Create repeatable process documentation for future job knowledge transfer
• Maintains knowledgebase of troubleshooting documentation and SOP’s for knowledge transfer, proper usage of the system and troubleshooting techniques
• Monitor Grafana Dashboards for trends and early capture of impending system issues and performance
• Available and Responsible for immediate response after hours and on weekends in the event of an urgent business alert issue
• Manage, perform, and document Root Cause Analysis to identify and eliminate the cause of break/fix issues as it relates to the ONE software products
• Manage a team of Product Support Level 2 subject matter experts to further support and quickly identify and report issues
• Participates in the hiring process for new Product Support Level 2 Specialists
• Completes and delivers yearly performance reviews for direct reports

Knowledge, Skills & Experience

• Bachelor's degree
• Minimum 5 years Software Support or Software Quality Assurance (testing)
• Current applied knowledge of software integration, credit card processors and travel related products and processes including but not limited to, Cruise Line business, Hotels, Resorts, Car Rentals, passenger flight and retail ecommerce suppliers
• Strong verbal and written communication skills
• Advanced skill level with MS Office (Microsoft Word, Excel, Outlook, PowerPoint, email, etc.)
• Familiarity with Atlassian JIRA
• Working knowledge of MS Azure/Dev Ops
• Sales Force experience
• Website Chat program familiarity
• Working knowledge of Power BI

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer, typically in a cubicle environment (constant noise, fluorescent overhead lighting)

What We Offer

• Exclusive Team Member Travel Discounts
• Affordable Medical Insurance
• 100% Employer Paid Dental and Vision Insurance
• HSA with Company Contribution
• 401(k)
• Basic and Voluntary Life & AD&D
• Pet Benefits
• Free Parking
• Amazing Culture!
• Office Highlights – Scottsdale, AZ
• Modern office design
• A fully equipped gym is available to all employees
• Basketball Court – Perfect way to take a break and recharge during the day!