Partner Support Manager

Goodweek is the partner-led AI Management Platform built exclusively for Managed Service Providers (MSPs) to deploy to their clients. We give MSPs a secure governed multi-model AI workspace with 40 bidirectional integrations SOC 2 certification GDPR compliance and 100% tenant isolation: the platform infrastructure they need to turn AI from a SKU they resell into a packaged recurring service line they admin bill and support.

MSPs use Spaces (team-scoped AI workspaces) Actions (reusable prompt/markdown playbooks that turn repeatable workflows into one-click flows) Knowledge Bases and a Governance Dashboard to deliver Foundation Advantage and Outcomes-tier services to their clients.

The role

As Goodweeks Partner Support Manager youll be the first point of contact for our MSP partners handling inbound operational support requests troubleshooting reported issues. Youll qualify each request gather all the information needed for resolution (logs screenshots reproduction steps environment details) and escalate to Product and Engineering with a clean actionable brief. Youll join or Fathom-review every customer call where an issue surfaces build reproducible bug reports with video evidence and drive fixes through Engineering. Throughout the process youll keep MSPs informed with clear status updates ETAs and confirmation when a fix ships.

Tasks

What youll own

Bug and feature intake: Answer phone calls or emails coming directly from the MSPs regarding issues on our product**.** Join live or Fathom-review every customer call where an issue surfaces. For each issue segment the recording generate timestamped links capture reproduction steps and file a ticket Product and Engineering can act on without coming back to ask questions.

Issue lifecycle ownership: Track every open bug and feature request from intake triage fix release MSP communication. No issue sits cold. No fix ships without the affected MSP hearing about it.

Product and Engineering communication: Be the dedicated voice for customer issues inside Product and Engineering. Push for triage urgency proportional to revenue impact push back when scope creeps and be the one who knows why a ticket matters.

MSP communication: Close the loop with every MSP that reported an issue: status updates ETAs workarounds fixed in this release confirmations. MSPs should never have to ask twice.

Live issue resolution: Jump on calls when an issue surfaces mid-demo or mid-deployment. Where a workaround unblocks the moment you ship it on the call and save the deal in flight

Day-to-day

• Answer requests coming from the MSPs via phone emails chat etc. Join live calls or review Fathom recordings within 24 hours of the meeting - issues dont get to age.
• For each issue build a bug ticket Engineering can reproduce: segmented video link step-by-step repro environment details expected vs. actual behavior and the deal/relationship impact.
• Run the weekly bug triage with Product and Engineering. Prioritize ruthlessly against revenue deployment risk and pattern frequency.
• Send status updates to every affected MSP - when a fix lands when an ETA changes when a workaround is available. Communication cadence is part of the product.
• Sit in on Activate-phase deployments when something blocks adoption. The job is to unstick the partner then write up what happened.
• Maintain a single open-issues view that Sales Enablement and Leadership can check at a glance to see whats affecting which partner.

Requirements

What you bring

• 4 years in operational customer support/customer care QA with client facing experience at a B2B SaaS company ideally one with a complex multi-integration platform.
• Experience with ticketing systems such as Zendesk Intercom or similar.
• Strong Product knowledge and basic technical instincts. You can sit on a call watch a workflow break and tell whether its a network issue an integration problem a permissions miss or a real bug and you can write each of those up differently for the team that needs to fix it. You are one of the people in the company who knows the product best including all of its features.
• Reproducible bug reports are a craft you take seriously. Video clip repro steps environment expected vs. actual impact your baseline not your stretch.
• Excellent written communication. You can write a status update an MSP owner reads in 20 seconds and trusts. You can write a bug report a tired engineer can act on without a follow-up question.
• Excellent interpersonal skills: You are committed to maintaining a strong partnership with MSPs by providing them with high-quality operational using several channels (phone emails chats...).
• Comfort owning the cross-functional loop end-to-end. Youll be pushing Engineering holding MSPs hands and reporting up sometimes in the same hour.
• Operator mindset. You will systematize the process not to wait for someone else to.
• AI in your daily work. You use Goodweek and other AI tools as a natural part of your workflow : to research draft prepare and follow up faster and better. All while reading critically challenging outputs and making them yours before anything goes out. You treat continuous learning with AI as part of the job not a side project and by living that practice every day you become a more credible partner to the MSPs you support.

Bonus points

• Background working at an MSP or in IT support : youve sat on the partners side of the table.
• Hands-on with Fathom Gong or similar meeting-intelligence platforms. You can segment clip and link in 30 seconds.
• A working understanding of the Goodweek integration set: M365 Google Workspace Salesforce HubSpot Jira Slack and Quickbooks.
• Experience driving issue triage with Engineering using Linear Jira or similar.

Benefits

We offer a compensation package of a $80000 base salary along with an equity package that gives you the opportunity to share in the companys long-term success.

In addition we provide comprehensive health and dental coverage as well as a 401(k) retirement plan.