Senior Product Manager, Technical Services Engineering

About This Role

This Senior Product Manager role within the Post Sales organization focuses on owning the product strategy and roadmap for technical services platforms and tools. These platforms are crucial for customer-facing developers and engineers, significantly enhancing their ability to resolve complex technical issues daily. The role involves partnering with Technical Services and Engineering leaders to define product vision, prioritize investments, and deliver scalable solutions that improve customer experiences, drive operational efficiency, and support business growth.

Responsibilities

• Modernize Technical Support platforms, including developer tooling, knowledge sharing, workforce planning, workflow automation, and optimization for technical support engineers
• Understand the end-to-end support user journey, including case creation and management, omni-channel case routing, prioritization, system integrations, and AI-driven proactive customer engagement
• Lead large-scale digital transformations and deliver custom solutions for complex business challenges
• Possess extensive knowledge of integration patterns across Salesforce Sales Cloud, Service Cloud, external support portals, developer tooling, and analytics platforms
• Understand post-sales milestones spanning Professional Services, Technical Support, and Solution Architects to design solutions that optimize the end-user experience
• Build and scale out-of-the-box technology solutions for Customer Support and Professional Services organizations
• Translate business strategy, stakeholder needs, and operational priorities into scalable, platform-based product capabilities on a product roadmap
• Partner with business and engineering leaders to provide sound judgment on product investments with enterprise architecture, security, governance, and platform standards
• Develop clear product requirements (PRDs), prioritize features, define measurable outcomes, and drive adoption through data-driven decision making
• Balance short-term business priorities with long-term platform strategy to maximize customer value, operational efficiency, and business impact
• Champion a product-led mindset by continuously incorporating customer feedback, operational insights, and market trends into product evolution
• Partner with Technical Services’ leaders and identify opportunities to transform the organization’s ways of working
• Represent the voice of the user, ensuring solutions address real operational challenges
• Communicate priorities, trade-offs, timelines, and progress clearly to stakeholders and leadership
• Build strong partnerships with engineering teams, architects, and external vendors
• Own and maintain the product backlog and roadmap, prioritizing work based on business impact and technical feasibility