Technical Support & Release Manager

RESPONSIBILITIES:
Kforce is supporting a client that is looking to hire a Technical Support & Release Manager in Redmond, WA.

Team Overview:
This team is responsible for supporting and scaling a complex analytics product serving internal and external partners, including large organizations integrating via API. The team includes multiple PMs, TPMs, developers, and a designer, with cross-functional collaboration across engineering, product, and partner onboarding. The environment is dynamic, with ongoing expansion, automation initiatives, and a focus on building scalable support workflows.

Day-to-Day Objectives:
* Own Tier 2 product support, including incident management, debugging, and direct partner/customer issue resolution
* Design, optimize, and automate support flows/TSGs and onboarding workflows for API integrations and preview programs
* Instrument and monitor support throughput, SLAs, and analytics, reporting gaps and scaling needs to leadership
* Collaborate with PMs, TPMs, engineering, and partner teams to ensure seamless onboarding, feedback loops, and escalation processes
* Act as a super user of the product, quickly gaining deep technical expertise in the product and data flows, and eventually training additional support resources
* Contribute to process improvement, including designing onboarding communications, SLAs, and support documentation
* Interface with incident management tools (ICM, ADO) and ensure continuity across engineering and product management processes
* Prepare for future scaling by laying foundational support processes and identifying when additional resources are needed

REQUIREMENTS:
* 6-8+ years of experience in a technical product support, with experience in SaaS/web applications, analytics platforms, and API integrations
* Strong understanding of incident management systems (ICM or similar), ticketing, and support analytics
* Proven ability to design, automate, and optimize support workflows and onboarding processes for complex products
* Technical proficiency in debugging, data analysis, and troubleshooting product issues, including live site incidents
* Experience collaborating across product, engineering, and partner teams, with strong communication and stakeholder management skills
* Comfortable working in a distributed, multi-time-zone team; location flexibility is acceptable
* Leadership qualities to train and onboard future team members as the support function scales

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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