Technical Product Manager, Customer Experience

OverviewTechnical Product Manager, Client Experience at Knotch. You will be the point person for handling product issues, questions, and QA across the company — working directly with clients as well as with our Client Success team. The role combines technical fluency, strong communication, and a service-oriented mindset to maintain a high-quality platform experience for both internal teams and clients.You will act as the first line of product support — triaging issues, validating bugs, engaging with clients and our CS Team to clarify problem details, and ensuring weekly releases ship with confidence. You’ll work with Engineering to reproduce and prioritize bugs, and with Product to help define and QA enhancements.This role is ideal for someone with experience supporting SaaS platforms in a technical capacity who enjoys client interaction and wants to grow into product management or strengthen product ops expertise in a fast-paced environment. You will work closely with our Head of Product, Matt Davis, and collaborate with the broader Product Management Team.Your first 90 daysFirst 30 Days — Get hands-on with our platform, release cadence, and client workflows. Start triaging inbound tickets and shadowing our QA and validation process.First 60 Days — Take ownership of product support triage. Reproduce and prioritize bugs, surface technical issues clearly to Product and Engineering, validate fixes for upcoming releases, and engage directly with clients and the CS Team to provide updates or gather further context.First 90 Days — Formalize triage and QA workflows. Collaborate with Product and Engineering to streamline issue tracking, improve internal documentation, and strengthen our client-facing readiness by ensuring Client Success has the right information at the right time.You will be successful if you areTechnically Curious: comfortable investigating bugs, reviewing logs, and navigating web-based applications using browser tools and APIs.A Calm Troubleshooter: bring structure to ambiguous issues in a fast-paced environment and keep moving forward when unclear.Reliable & Responsive: you’re trusted to follow through, especially with client deliverables or deadlines.Detail-Oriented QA Partner: strong eye for edge cases, inconsistencies, or regressions.Empathetic and Clear Communicator: translate technical findings into actionable updates for Engineering, Product, Client Success, and clients.You will excel if youHave 3–6 years of experience in a SaaS company, ideally in product ops, technical support, QA, Engineering, or a hybrid product role.Understand data-driven products and can write SQL to explore, analyze, and validate data.Have worked with Account Management, Implementation, or Customer Support teams to resolve product issues.Can investigate client-reported issues and provide clear, reproducible steps.Are comfortable testing features in staging environments and validating releases pre-launch.Navigate Jira confidently and use browser developer tools to inspect HTML, DOM elements, and related assets.Can write internal documentation and client-facing technical summaries to scale knowledge across teams.Have strong self-organization and experience in fast-paced, remote, tech environments.Key ResponsibilitiesProduct Triage & Internal Support — Primary contact for inbound product questions, bugs, and investigations. Own triage across the company and help Client Success troubleshoot issues.Bug Reproduction & Prioritization — Investigate reports, reproduce issues, and write clear tickets. Collaborate with Engineering to prioritize and fix problems; in some cases fix it yourself.QA & Release Sign-Off — Work with Product leads on end-to-end validation of new features and fixes; maintain a consistent QA process for stability and usability.Client Success Enablement — Provide timely, accurate answers to client questions; help write documentation and explain product behaviors in technical and plain language.Enhancement Grooming — Track recurring issues and feedback; collaborate with Product to scope and prioritize enhancements.At Knotch, we’re looking for someone who takes ownership, thrives in ambiguity, and loves helping others succeed. If you're equal parts technical troubleshooter, process improver, and quality gatekeeper — we’d love to hear from you.Our Benefits And PerksSalary — The expected salary range for this role is $120,000 - $200,000 CAD depending on experience. US candidates welcome to apply.Knotch is an equal opportunity employer. We commit to daily work towards leading with empathy, reducing bias through periodic training, and engaging with communities of marginalized groups. We condemn racism and discrimination and encourage honest feedback to improve our diversity, equity, inclusion, and belonging efforts.Employment type — Full-timeSeniority level — Mid-Senior levelJob function — Product Management and MarketingIndustries — Software DevelopmentReferrals increase your chances of interviewing at Knotch. #J-18808-Ljbffr