Technical Product Manager

Job Description

We’re looking for a Technical Product Manager (TPM) to lead the strategy, development, and delivery of customer service solutions within our SaaS platform. You’ll collaborate closely with engineering, design, and customer success teams to build products that empower enterprises to deliver exceptional customer experiences through automation, analytics, and seamless integrations.

Key Responsibilities

• Define and own the product roadmap for core customer service and support modules (e.g., ticketing, workflow automation, chat/voice integrations, and AI-based support tools).
• Translate product vision and customer needs into detailed technical requirements, user stories, and acceptance criteria.
• Collaborate with engineering teams to ensure technical feasibility, scalability, and performance of new features.
• Drive API design and third-party integrations with CRMs, communication platforms, and analytics tools.
• Partner with UX/UI teams to craft intuitive, efficient interfaces for customer support agents and administrators.
• Work with data and AI teams to embed predictive insights, self-service, and chatbots into the product suite.
• Analyze usage data, customer feedback, and support metrics to identify opportunities for optimization and growth.
• Serve as the technical liaison between product, engineering, and external stakeholders.
• Prioritize backlog items and ensure timely, high-quality delivery in agile sprints.
• Maintain thorough documentation and communicate product updates internally and externally.

Qualifications

• Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.
• 4–8 years of experience in product management within a SaaS or enterprise software environment.
• Strong understanding of customer service technologies such as ticketing, IVR, chatbots, and CRM systems.
• Proven ability to write and discuss technical specifications and API-level requirements.
• Hands-on experience with cloud platforms (AWS, GCP, or Azure) and microservices architectures.
• Familiarity with data analytics, machine learning, or AI-driven features in customer support.
• Experience working in Agile / Scrum environments.

Nice to Have

• Prior experience with B2B SaaS platforms serving enterprise clients.
• Knowledge of contact center infrastructure, telephony, or omnichannel communication systems.
• Technical background as a developer or solutions architect before moving into product management.
• Exposure to security and compliance frameworks (SOC 2, GDPR, ISO 27001).