MPCH · 1 day ago
Technical Product Operations Manager – Canton Network
United States
Full-time
Remote
Mid, Senior Level
$110K/yr - $130K/yr
4+ years expMPCH is dedicated to developing secure, resilient, and innovative technology solutions tailored for security-first organizations. The Technical Product Operations Manager will act as the bridge between clients, product, and engineering teams to ensure smooth technical operations and support, overseeing the full client support lifecycle and managing SLAs.
Responsibilities
Act as a primary technical product liaison for B2B clients, managing technical inquiries, incidents, and service requests
Provide Tier 1–2 support: troubleshoot technical issues, gather logs, and coordinate escalations to engineering
Manage the full client support lifecycle in Jira Service Management, ensuring SLA adherence and transparent communication
Proactively monitor client environments for potential issues or inefficiencies
Owns the client-facing Knowledge Base, including troubleshooting guides and operational FAQs
Partner with the Sales and Product teams to translate client technical requirements into actionable solutions
Support proof-of-concept (POC) and pilot deployments, ensuring smooth handover to post-sales support
Assist in preparing technical documentation, system configuration details, and client onboarding materials
Maintain CRM and Jira integration between sales and technical workflows to ensure visibility of client status
Administer and optimize Jira workflows, automations, and dashboards to enhance visibility and accountability across teams
Create and maintain Standard Operating Procedures (SOPs) for support and operations processes
Analyze ticket trends to identify recurring issues and work with Product and Engineering on long-term resolutions
Ensure compliance with enterprise SLAs, reporting metrics and status updates to leadership and clients
Measure and report on key performance indicators (KPIs) for client satisfaction, SLA adherence, and resolution times
Support continuous improvement initiatives by documenting best practices and recommending system enhancements
Coordinate internal reviews of complex client issues to improve response efficiency and product quality
Qualification
Required
Bachelor's degree in Information Systems, Business, Computer Science, or a related technical discipline
4-6 years in B2B technical operations, enterprise support, or customer success within a SaaS, fintech, or tech services company
Strong familiarity with Jira, Confluence, and CRM platforms (e.g., HubSpot, Salesforce)
Experience managing enterprise clients with defined SLAs, incident tracking, and escalation workflows
Excellent communication skills — able to explain technical concepts to both technical and non-technical stakeholders
Working understanding of APIs, integrations, and cloud-based systems
Strong analytical and problem-solving skills
Preferred
Experience with security-focused or fintech products
Knowledge of automation tools or scripting (e.g., Jira automation, Python, or Zapier)
Familiarity with ITIL principles or service management frameworks
Benefits
Equity options
Comprehensive benefits package (US and UK)
Fully remote work environment
Company
MPCH
MPCH secures mission-critical systems through zero-trust key management and air-gapped recovery.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase