Product Administration and Support Manager
# Product Administration and Support Manager **HLP Integration** · Remote · `Remote` 🕒 **Статус:** *Опубликовано: вчера* · *Источник: Indeed* --- ### About the Role Title: Product Administration and Support Manager Level: Senior Job-Type : Full Time Location(s) : Remote About the Company: HLP Integration is a leading provider of data and document management solutions, specializing in tailored technologies that leverage machine learning and artificial intelligence. We work with commercial and government clients to identify critical information that facilitates conclusive business decisions with accuracy and efficiency. HLP Integration is a dynamic small business with a diverse and inclusive team, where every employee collaborates directly with senior leadership. We take pride in fostering an environment where all voices are heard, innovation is encouraged at every level, and everyone can chart their own career course. At HLP Integration, we believe in the power of collaboration, and our close-knit culture allows us to deliver personalized solutions and exceptional service to our clients. As a proud supporter of veterans both on our team and in our work, we are committed to providing opportunities for those who have served our country and we value the unique perspectives they bring to our team. Description: HLP Integration is seeking a highly organized and detail-oriented Product Support Analyst to join our team. In this role, you will support the product team by responding to user support requests, managing and tracking support tickets, generating reports, and making front-end configuration changes. You will also work closely with specialists to assist with back-end system maintenance and updates. Additionally, you will have the opportunity to work with the business development team to help prepare and deliver product demonstrations to prospective and existing customers, showcasing product features and functionality to meet their needs. This is an excellent opportunity for someone with a passion for technology who enjoys solving problems, has strong communication skills, and is comfortable interacting with customers in a fast-paced environment. As a Product Analyst, you will play a key role in product planning and execution throughout the product lifecycle for all HLP projects and programs, including prospective, new, and existing opportunities. You will gather and prioritize customer and product requirements, collaborating with engineering, operations, and production teams to ensure customer satisfaction is achieved. You will work closely with the Operations team and senior leadership, with a focus on partnering with the IT and Production teams to meet customer needs. In this role, you will engage with HLP's customers on both prospective and active programs, while also working with internal teams to ensure the implementation of product best practices. Key Responsibilities Technical Client Support - Respond to and resolve user support requests via phone, email, and other support channels. - Track, manage, and maintain support tickets, ensuring timely follow-up, communication, and resolution. - Collaborate with cross-functional teams, including IT, production, operations to ensure high levels of customer satisfaction and service delivery. - Identify recurring issues and recommend process or product improvements to enhance the customer experience. Technical Operations Support and Product Configuration - Collaborate with technical specialists to support back-end system maintenance, updates, and troubleshooting activities. - Perform front-end configuration and administration changes to meet customer, product, and business requirements. - Support the implementation, configuration, and ongoing management of multiple technology products, platforms, and integrated solutions within customer projects. - Coordinate activities across multiple products and technologies to ensure compatibility, performance, and successful project outcomes. - Generate, analyze, and distribute reports that provide insights into product performance, customer usage, and support trends. Product Analysis and Management Support - Gather, analyze, prioritize, and document customer and business requirements for current and future products, enhancements, and feature improvements. - Work closely with product, engineering, sales, and customer success teams to ensure product capabilities align with customer needs and market demands. - Assist in preparing and delivering product demonstrations that effectively showcase product functionality, value, and business benefits. - Participate in the product demonstration process and provide feedback to ensure professional, polished presentations. - Support the development and implementation of product management best practices, processes, and governance across the organization. - Assist in managing product roadmaps, feature requests, and customer feedback to support strategic product decisions. Qualifications - Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration, Management Information Systems, or a related field required. - Relevant certifications in Product Management, Agile, Scrum, ITIL, or related disciplines are a plus. - Demonstrated interest in technology, software solutions, and product management, with a strong desire for professional growth and development. - Experience supporting, configuring, or managing multiple technology products, applications, or integrated solutions within a project environment is preferred. - Strong analytical, organizational, and problem-solving skills with exceptional attention to detail. - Excellent written and verbal communication skills with a customer-focused mindset. - Ability to collaborate effectively with cross-functional teams while also working independently in a fast-paced environment. - Ability to manage competing priorities, adapt to changing business needs, and support multiple initiatives simultaneously. - Proficiency with ticketing systems, reporting tools, and standard business productivity applications preferred. - 8+ Years of experience managaing technology products Preferences: - Familiarity or background with eDiscovery products (iCONECT, Relativity, etc.), CRMs (Salesforce, ServiceNow, etc.), ticketing systems, and front-end/back-end systems. - Experience working on State or Federal Contracts. Job Type: Full-time Pay: $115,000.00 - $135,000.00 per year Benefits: - Dental insurance - Health insurance - Paid time off - Vision insurance Work Location: Remote
Наблюдалась 2026-10-15, впервые 2026-10-13, источник — Indeed.