Product Operations Manager

EarthCam is seeking a highly collaborative and hands-on Security Product Operations Manager to lead and develop our Tier 1 and Tier 2 Security Product Support teams.

Requirements

• Lead, mentor, and actively coach Tier 1 and Tier 2 Support Specialists through real-time case reviews and hands-on troubleshooting
• Participate directly in complex or escalated technical issues involving hardware, software, networking, and security monitoring systems
• Develop structured onboarding programs and ongoing technical training initiatives
• Identify skill gaps and build development plans to continuously elevate team capability
• Monitor support performance metrics including response times, resolution times, escalation rates, and customer satisfaction
• Ensure SLA adherence and maintain high standards of case documentation and root cause analysis
• Improve troubleshooting workflows, internal documentation, and knowledge base resources
• Analyze recurring support trends and translate insights into product, process, or system improvements
• Partner closely with Engineering and Product teams to prioritize fixes, enhancements, and usability improvements
• Act as the voice of the customer in cross-functional discussions
• Optimize escalation processes between Tier 1 and Tier 2 to improve efficiency and accountability
• Support Field Services and Sales teams with technical insight when necessary

Benefits

• Base salary starting at 90K yearly
• 100% company-paid health insurance (single coverage)
• Dental and Vision insurance
• 401(k) plan with generous company matching
• Paid time off plus paid holidays
• Complimentary breakfasts, lunches, and snacks
• Team events, BBQs, and our annual company Olympics