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
Requirements
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
Benefits
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.