Product Support Manager

Summary/Objective As a member of the ONE Product Services team, the Product Support Manager position is responsible for secondary troubleshooting and escalating identified software deficiencies as reported to Information Technology from employees and partners. The goal is to lead and coordinate stability and quick resolutions for the proprietary software products and identify gaps between as and should be. This position plays a liaison role between Information Technology and Development to ensure excellence for delivered products to the business and to partners. This role encompasses advanced troubleshooting skills and identification of solutions by analyzing and identifying manual and systemic solutions. 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 PlatformTroubleshoot escalated system and software issues as reported by Partners and Employees when engaged by Information Technology Product Support TeamFamiliar with Posthog to identify trends of failuresCreates detailed bug or activity tickets as it relates to ONEs proprietary software using Atlassian JIRAProactive identification and prioritization of features and solutions based on product and system friction points and failure trendsPrioritization of Sales and Service platform features in collaboration with Sales LeadershipService Level Agreement oversight for support response time and software availability including uptime statisticsProvide suggestions for work around solutions when availableCommunicates urgent issues and outages with development teamSends out company-wide communication for urgent outage notificationsManage, perform, and document Root Cause Analysis to identify and eliminate the cause of break/fix issues as it relates to the ONE software productsUnderstands APIs, Dev Tools, credit card processing systems, financial modeling, Power BI, Marketing tools and User Interface solutionsDevelops and documents for the Product Support team, processes and strategies as it relates to proprietary software utilized by internal customers and business partnersMaintain Standard Operating Procedures for troubleshooting identified issuesCreate repeatable process documentation for future job knowledge transferMaintains knowledgebase of troubleshooting documentation and SOPs for knowledge transfer, proper usage of the system and troubleshooting techniquesMonitor Grafana Dashboards for trends and early capture of impending system issues and performanceParticipates in the execution of software quality control test cases at the UAT and Prod environmentsAvailable and Responsible for immediate response after hours and on weekends in the event of an urgent business alert issueMaintain a good working dialogue with peers and upper management through teamwork in Product Services, Information Technology and Sales and Service Center managementManage a team of Product Support Level 2 subject matter experts to further support and quickly identify and report issuesParticipates in hiring process for new Product Support Level 2 SpecialistsCompletes and delivers yearly performance reviews for direct reports Knowledge, Skills, & Experience Bachelors degreeMinimum 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 suppliersStrong verbal and written communication skillsAbility to use creativity in solving problems , troubleshooting issues, or generating improvement ideasAdvanced skill level with MS Office (Microsoft Word, Excel, Outlook, PowerPoint, email, etc.)Familiarity with Atlassian JIRAWoking knowledge of MS Azure/Dev OpsSales Force experienceWebsite Chat program familiarityWorking 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! Physical Requirements: Prolonged periods of sitting at a desk and working on a computer, typically in a cubicle environment (constant noise, fluorescent overhead lighting) *ONE* is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.