Customer Success Manager – Technology Support – Stratumn

Position Overview

We are seeking an organized proactive and technically capableAssociate Production Support Analystto support the ongoing production operations ofStratumn an internal AI tool that is now being integrated into client environments. This role is well suited for a professional with13 years of experiencein application support production support technical operations or a related field who is eager to work in a cross-functional client-facing environment. 

The Associate Production Support Analyst will play a key role in establishing and executing the production support model for Stratumn including support processes service levels issue tracking and operational governance. Acting as theLevel 1 support lead this individual will manage intake triage troubleshooting and resolution of user issues and defects while partnering closely with product engineering client-facing technical teams and business stakeholders to drive timely and effective outcomes. 

This role requires a strong foundation in technical troubleshooting structured problem-solving communication and operational coordination. The ideal hire will be comfortable working across workflows environments and third-party integrations while bringing discipline and visibility to support operations through reporting documentation and continuous improvement initiatives. 

Key Responsibilities 

• Help own and operationalize the production support model for Stratumn includingL1/L2 support structure SLAs escalation paths and governance 
• Serve as theLevel 1 support lead managing issue intake triage prioritization and resolution for user-reported issues and defects 
• Troubleshoot technical issues acrossapplication workflows third-party integrations system configurations and client environments 
• Partner with client-facing technical teams to investigate root causes prioritize defects validate fixes and ensure clear communication throughout the resolution process 
• Coordinate acrossclient business stakeholders product managers engineering teams and other cross-functional partnersto drive issue resolution and alignment 
• Maintain and manage thesupport backlog incidents risks dependencies and action itemswith clear prioritization and tracking 
• Produce regular reporting onsystem health defect trends SLA performance incident metrics and overall support effectiveness 
• Identify and drive opportunities for continuous improvement insupport workflows automation operational processes and system reliability 
• Develop and maintainsupport documentation playbooks standard operating procedures and knowledge base contentto support scale and consistency 
• Bring program management rigor to ongoing support operations throughstatus tracking stakeholder communication governance routines and escalation management 

Qualifications :

Required Qualifications 

• 13 years of experiencein technical support production support application support technical operations systems administration or a related role 
• Experience triaging tracking and resolving issues in aproduction support environment 
• Strong troubleshooting and analytical skills with the ability to investigate issues across systems workflows and integrations 
• Ability to manage multiple workstreams incidents and priorities in a fast-paced environment 
• Strong written and verbal communication skills including the ability to communicate effectively with both technical and non-technical stakeholders 
• Experience working cross-functionally with teams such asproduct engineering operations or client-facing technical teams 
• Familiarity with ticketing systems issue tracking tools or project management platforms used to manage support activities 
• Strong organizational skills and attention to detail particularly in documentation status tracking and follow-up 
• Ability to work independently exercise sound judgment and escalate issues appropriately 

Preferred Qualifications 

• Experience supportingenterprise software SaaS platforms AI-enabled tools or workflow-driven applications 
• Familiarity with support operating models that includeL1/L2 structures SLAs incident management and governance 
• Exposure toAPI integrations third-party systems environment management or configuration troubleshooting 
• Experience with tools such asJira ServiceNow Zendesk Confluence or similar support and documentation platforms 
• Experience analyzing support trends defect patterns and operational metrics to identify improvement opportunities 
• Experience developing or maintainingknowledge bases support playbooks runbooks or process documentation 
• Familiarity with root cause analysis defect management and fix validation processes 
• Interest in process improvement workflow automation and scaling support operations 
• Bachelors degreein information systems computer science business or a related field 

Additional Information :

Compensation & Benefits 

We believe in supporting our team professionally and personally. Heres a snapshot of the comprehensive benefits youll enjoy as part of Sia. 

Competitive Compensation 

• Annual Base Salary Range: $89000- $110000 commensurate with experience and qualifications

• Annual performance based discretionary bonus 

Robust Health Coverage 

• 3 Medical plans  

• Dental and Vision  

• Life AD&D and other voluntary insurance  

Tax-Advantaged Accounts 

• 401K retirement plan 

• 4% matching and 100% vested upon enrollment 

• Health Savings Account (HSA) 

• Flexible Spending Account (FSA)  

• Health Dependent Care Commuter 

Family Friendly Benefits  

• 100% paid parental leave for all new parents with eligible tenure 

• Building Healthy Families program if enrolled through Medical plan 

Time Off to Recharge 

• Generous Paid Time Off (PTO) policy 

• 9 company holidays plus 1 floating holiday  

Extras that Make Life Easier 

• College savings and student loan repayment assistance 

• Monthly cell phone stipend 

• Access to wellness programs at no cost if enrolled through Medical plan including: 

  • Gym membership reimbursement 

  • LiveHealth Online virtual care 

  • Personalized support from a Well-being Coach  

• Employee Assistance Program at no cost 

  • Free confidential counseling and emotional support services  

  • On-demand access to Emotional Well-being resources (ranging from relaxation techniques to stress management)  

Diversity Equity Inclusion & Belonging 

At Sia we believe in fostering a diverse equitable and inclusive culture where our employees and partners are valued and thrive in a sense of belonging. We are committed to recruiting and developing a diverse network of employees and investing in their growth by providing unique opportunities for professional and cultural immersion. Our commitment toward inclusion motivates dynamic collaboration with our clients building trust by creating an inclusive environment of curiosity and learning which affects lasting impact. Please visit our website for more information.  

Sia is an equal opportunity employer. All aspects of employment including hiring promotion remuneration or discipline are based solely on performance competence conduct or business needs. 

Office Workplace Guidelines  

Sia is committed to providing a flexible workplace environment that supports client business and market needs. Consultants located in our primary market office locationsNew York City Charlotte Seattle and San Franciscoare expected to live within a reasonable commuting distance and attend the office at least three days or more per week. For Consultants outside of our primary markets we can offer more flexible in-person requirements in accordance with your location. 

Work Authorization & Sponsorship 

At this time Sia does not intend to employ any applicant who will require either now or in the future employment visa sponsorship or sponsorship for work authorization (i.e. H1-B visa F-1/OPT) or STEM OPT TN etc).

Sia is an equal opportunity employer. All aspects of employment including hiring promotion remuneration or discipline are based solely on performance competence conduct or business needs. 

Remote Work :

No

Employment Type :

Full-time