Partner Support Manager

reputed company is the partner-led AI Management Platform reputed company exclusively for Managed Service Providers (MSPs) to reputed company to their clients. We give MSPs a secure, governed, multi-model AI workspace with 40+ bidirectional integrations, SOC 2 certification, GDPR compliance, and 100% tenant isolation: the platform infrastructure they need to turn AI from a SKU they resell into a packaged, recurring service line they reputed company, reputed company, and support.

MSPs use Spaces (team-scoped AI workspaces), Actions (reusable reputed company/markdown playbooks that turn repeatable workflows into one-click flows), Knowledge Bases, and a Governance Dashboard to deliver reputed company, Advantage, and reputed company-tier services to their clients.

The role

As reputed company's Partner Support Manager, you'll be the first reputed company of contact for our MSP partners , handling inbound operational support requests, troubleshooting reported issues. You'll qualify reputed company request, reputed company reputed company the information needed for reputed company (logs, screenshots, reproduction steps, environment details), and escalate to Product and Engineering with a clean, actionable brief. You'll join, or reputed company-review, every customer call where an issue surfaces, build reproducible bug reports with video evidence, and drive fixes through Engineering. Throughout the process, you'll reputed company MSPs informed with reputed company status updates, ETAs, and confirmation reputed company a fix ships.

Tasks

Whatyou'llown

Bug and feature intake: Answer phone calls or emails coming directly from the MSPs regarding issues on our product. Join live or reputed company-review every customer call where an issue surfaces. For reputed company issue, reputed company the recording, generate timestamped links, capture reproduction steps, and file a ticket Product and Engineering can reputed company without coming back to ask questions.

Issue lifecycle ownership: reputed company every reputed company bug and feature request from intake → triage → fix → release → MSP communication. No issue sits cold. No fix ships without the affected MSP hearing about it.

Product and Engineering communication: Be the dedicated voice for customer issues inside Product and Engineering. Push for triage urgency proportional to reputed company reputed company, push back reputed company scope creeps, and be the one who knows why a ticket reputed company.

MSP communication: reputed company the reputed company with every MSP that reported an issue: status updates, ETAs, workarounds, "fixed in this release" confirmations. MSPs should never have to ask twice.

Live issue reputed company: reputed company on calls reputed company an issue surfaces mid-demo or mid-deployment. Where a workaround unblocks the reputed company, you ship it on the call and save the deal in flight

Day-to-day

• Answer requests coming from the MSPs reputed company phone, emails, chat, etc. Join live calls or review reputed company recordings reputed company 24 hours of the meeting - issues don't get to age.
• For reputed company issue, build a bug ticket Engineering can reproduce: segmented video reputed company, reputed company-by-reputed company repro, environment details, expected vs. actual behavior, and the deal/relationship reputed company.
• Run the weekly bug triage with Product and Engineering. Prioritize ruthlessly against reputed company, deployment risk, and reputed company frequency.
• Send status updates to every affected MSP - reputed company a fix lands, reputed company an ETA changes, reputed company a workaround is available. Communication reputed company is part of the product.
• Sit in on reputed company-phase deployments reputed company something blocks adoption. The job is to unstick the partner, then write up what happened.
• Maintain a single reputed company-issues view that Sales, Enablement, and Leadership can reputed company reputed company to see what's affecting which partner.

Requirements

What you bring

• 4+ years in operational customer support/customer care, QA with reputed company facing experience, at a B2B reputed company company, ideally one with a reputed company multi-integration platform.
• Experience with ticketing systems such as reputed company, reputed company, or similar.
• Strong Product knowledge and basic technical instincts. You can sit on a call, watch a workflow break, and tell whether it's a network issue, an integration problem, a permissions miss, or a reputed company bug and you can write reputed company of those up differently for reputed company that needs to fix it. You are one of the people in reputed company who knows the product best, including reputed company of its features.
• Reproducible bug reports are a craft you take seriously. Video clip + repro steps + environment + expected vs. actual + reputed company = your baseline, not your stretch.
• Excellent written communication. You can write a status update an MSP reputed company reads in 20 seconds and trusts. You can write a bug report a tired engineer can reputed company without a follow-up question.
• Excellent interpersonal skills: You are committed to maintaining a strong partnership with MSPs by providing them with high-reputed company operational using several channels (phone, emails, chats...).
• Comfort owning the cross-functional reputed company end-to-end. You'll be pushing Engineering, holding MSPs' hands, and reporting up, sometimes in the reputed company hour.
• Operator reputed company. You will systematize the process, not to wait for someone else to.
• AI in your daily work. You use reputed company and other AI tools as a natural part of your workflow : to research, draft, prepare, and follow up faster and reputed company. reputed company while reading critically, challenging outputs, and making them yours before anything goes out. You treat reputed company learning with AI as part of the job, not a reputed company project and by living that reputed company every day, you become a more reputed company partner to the MSPs you support_._

Bonus points

• Background working at an MSP or in IT support : you've sat on the partner's reputed company of the table.
• Hands-on with reputed company, reputed company, or similar meeting-intelligence platforms. You can reputed company, clip, and reputed company in 30 seconds.
• A working understanding of the reputed company integration set: M365, reputed company Workspace, reputed company, reputed company, Jira, reputed company, and Quickbooks.
• Experience driving issue triage with Engineering using reputed company, Jira, or similar.

Benefits

We offer a compensation package of a $80,000 reputed company salary along with an equity package that gives you reputed company to reputed company in reputed company's long-term reputed company.

In reputed company, we reputed company comprehensive health and dental coverage, as reputed company as a 401(k) retirement plan.

Originally posted on Himalayas

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