Kforce Inc · 18 hours ago
Technical Support & Release Manager
United States
Contract
Remote
Senior Level
$50/hr - $68/hr
6+ years expKforce Inc is supporting a client looking to hire a Technical Support & Release Manager. The role involves owning Tier 2 product support, designing and optimizing support workflows, and collaborating with cross-functional teams to ensure effective onboarding and issue resolution.
ConsultingEmploymentFinancial ServicesHuman ResourcesStaffing Agency
Responsibilities
Own Tier 2 product support, including incident management, debugging, and direct partner/customer issue resolution
Design, optimize, and automate support flows/TSGs and onboarding workflows for API integrations and preview programs
Instrument and monitor support throughput, SLAs, and analytics, reporting gaps and scaling needs to leadership
Collaborate with PMs, TPMs, engineering, and partner teams to ensure seamless onboarding, feedback loops, and escalation processes
Act as a super user of the product, quickly gaining deep technical expertise in the product and data flows, and eventually training additional support resources
Contribute to process improvement, including designing onboarding communications, SLAs, and support documentation
Interface with incident management tools (ICM, ADO) and ensure continuity across engineering and product management processes
Prepare for future scaling by laying foundational support processes and identifying when additional resources are needed
Qualification
Required
6-8+ years of experience in a technical product support, with experience in SaaS/web applications, analytics platforms, and API integrations
Strong understanding of incident management systems (ICM or similar), ticketing, and support analytics
Proven ability to design, automate, and optimize support workflows and onboarding processes for complex products
Technical proficiency in debugging, data analysis, and troubleshooting product issues, including live site incidents
Experience collaborating across product, engineering, and partner teams, with strong communication and stakeholder management skills
Comfortable working in a distributed, multi-time-zone team; location flexibility is acceptable
Leadership qualities to train and onboard future team members as the support function scales
Benefits
Medical/dental/vision insurance
HSA
FSA
401(k)
Life, disability & ADD insurance
Paid time off
Paid sick leave
Company
Kforce Inc
Kforce is a solutions firm specializing in technology, finance and accounting, and professional staffing services.
1001-5000 employees
H1B Sponsorship
Kforce Inc has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (792)
2024 (667)
2023 (734)
2022 (843)
2021 (1197)
2020 (858)
Funding
Current Stage
Public CompanyTotal Funding
unknown2024-05-20IPO
2014-06-08Acquired
Leadership Team
Aaron Travis
Digital Experience Delivery Director | Kforce Consulting Solutions
Recent News
2026-02-03
2025-11-19
2025-11-07
Company data provided by crunchbase