Whiteshield: Product Support Manager

ABOUT US | Whiteshield is a global advisory firm operating at the intersection of strategy, public policy and digital transformation. We partner with governments and leading enterprises to design and deliver initiatives that drive economic competitiveness, digital enablement and long-term growth. Our work combines strategic advisory with hands-on execution. Unlike traditional consultancies that focus solely on recommendations we remain engaged through implementation ensuring transformation is not only designed but realised. As our digital portfolio continues to expand we are strengthening our operational capability to ensure the products and platforms we deliver continue to provide exceptional experiences for our clients and end users. WHERE YOU FIT IN | We are looking for a Product Support Manager to own the ongoing support, stability and continuous improvement of our digital products and applications. This role sits between operations, engineering, and stakeholders, ensuring issues are effectively managed, communicated, and resolved. You will be responsible for maintaining a high-quality support experience, coordinating across teams and driving timely resolution of incidents and defects. You will need the ability to thrive in fast-paced environments, be organised and enjoy bringing structure and clarity to complex problems. You will need to be comfortable discussing technical issues with engineers and providing updates to business stakeholders and clients. WHAT YOU WILL DO | ❖Own the end-to-end incident and issue management process ❖ Manage support tickets, escalations and service levels ❖ Act as the primary point of contact for stakeholders and users regarding product issues ❖ Coordinate with engineering teams to investigate defects and ensure timely resolution ❖ Track communicate and report on incidents, their root causes and trends ❖ Facilitate triage meetings and push for issue resolution across cross-functional teams ❖ Maintain support documentation, knowledge bases and operational procedures ❖ Monitor application performance and identify opportunities for continuous improvement ❖ Support product releases and ensure smooth deployment and post release monitoring ❖ Build strong relationships with clients and internal stakeholders providing clear and proactive communication ❖ Establish and improve support processes, metrics and reporting ❖ Contribute to a culture of service excellence and continuous improvement OUR CORE TECH STACK (Flexible) | ❖ Backend: C# / .NET / Python ❖ Frontend: React / Next.js ❖ Database: MSSQL, PostgreSQL, Elasticsearch, MongoDB ❖ Cloud: Azure or Google Cloud ❖ Dev Tools: Git, CI/CD pipelines, Docker ❖ Ticketing and Collaboration: Jira, Azure DevOps, Confluence, Teams WHAT YOU’LL BRING | ❖ 5+ years of experience in Product Support, Application Support, Service Delivery or Operations roles ❖ Experience managing incidents, tickets and stakeholder communications ❖ Strong understanding of software development lifecycles and agile delivery ❖ Ability to coordinate multiple priorities in a fast-paced environment ❖ Excellent communication and relationship management skills ❖ Experience working closely with engineering and product teams ❖ Strong analytical and problem-solving abilities ❖ Experience with ticketing systems such as Jira or Azure DevOps ❖ Ability to translate technical issues into clear business language Bonus Points For: ❖ Experience supporting enterprise or government digital platforms ❖ Familiarity with SQL and basic log analysis ❖ Experience with release management and change management processes ❖ Knowledge of ITIL or service management frameworks ❖ Previous consulting or client-facing experience WHAT WE VALUE | ❖ Ownership and accountability: You drive issues to resolution ❖ Collaboration and empathy: You build trust across teams ❖ Delivery and impact: You focus on outcomes and service quality ❖ Curiosity and continuous improvement: You seek ways to make processes better PERKS AND OPPORTUNITIES | ❖ Accelerated Career Trajectory We operate a performance-driven environment with clear progression pathways ❖ Seamless Relocation For those relocating - we provide comprehensive transition support including visa sponsorship and relocation assistance enabling you to integrate quickly and focus on delivery from day one. ❖ Supporting Your Performance We provide Tier 1 global medical coverage, wellbeing support, family allowances where applicable and structured savings plans. ❖ Helping Teams Perform We work on complex high-impact engagements that demand intensity and ownership. At the same time we are mindful of the impact this can have and aim to support sustainable performance over time through offering generous annual leave, flexible work arrangements and opportunities to connect beyond the day-to-day through retreats and team events.