{"id":3096284,"url":"https://alion.io/job/maintainx-manager-product-support","title":"Manager, Product Support","company":{"id":5349,"name":"MaintainX","domain":"getmaintainx.com","url":"https://alion.io/company/maintainx","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":93,"open_postings":86,"ghost_share":0,"stale_share":0.093,"repost_share":0,"time_to_fill_p50_days":109,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dublin, Ireland"],"countries":["IE"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":64000,"max":93500,"currency":"EUR","period":"year","gross":null,"usd_annual":104876},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Linear","optional":false}],"status":"live","first_seen_at":"2026-10-22T15:58:03Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-27T02:32:13Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"MaintainX is a leading mobile-first work execution platform for industrial and frontline teams. More than 13,000 customers, including Duracell, McDonald's, Shell, DHL and Volvo, use MaintainX to cut unplanned downtime and run better operations, across 13.9 million managed assets and 79.5 million completed work orders.\nIn August 2026 MaintainX became part of Autodesk, joiningAutodesk Operations Solutions , the organization unifying Autodesk's operations platform alongside Tandem, FlexSim and Fusion Operations. Autodesk's strategy is to converge design, make and operate into one continuous lifecycle: design an asset, build it, run it, then feed what you learn running it back into the next design. Autodesk had design and make. Operate is the phase that tells you what actually happened, and it is ours.\nThis is our first EMEA-based Customer Support management role. You will establish our European support operation while leading a distributed team of approximately seven Level 2 specialists, including our first two European specialists and existing North American team members. You will partner closely with our North American L2 manager to deliver consistent customer support, technical standards, and development opportunities across regions.\nThe role\nYou will lead a distributed Level 2 team and establish our EMEA support operation, in close partnership with the North American L2 manager.\nOwn triage and cross-regional handoffs, using firsthand case review and clear risk criteria to identify urgent customer issues. Ensure each handoff has a named owner, a clear next action, and an appropriate escalation path.\n\nBuild EMEA onboarding and self-paced training that enable new hires to make progress independently, supported by planned coaching and North American overlap.\n\nStep into CSM and escalation conversations with enterprise customers, set expectations early, and bring a plan, not just an update.\n\nAnalyze case trends and DSAT to identify recurring customer problems. Bring clear evidence and recommendations to Product and Engineering, agree priorities and ownership, and track follow-through and the impact of resulting changes.\n\nUse regular coaching and operating reviews to assess individual performance, development, retention and capacity risks, and case trends. Deliver quarterly reporting that explains the findings, actions taken, outcomes, and next priorities.\n\nPlan regional coverage and balance queue demand, strategic-account commitments, coaching and project work. Anticipate absences and capacity constraints, and maintain clear escalation coverage during EMEA hours.\n\nWithin your first 90 days, you will understand each team member's responsibilities and development needs, establish a useful coaching rhythm, implement clear regional handoffs, and deliver an initial process improvement. You will have agreed operating responsibilities with the North American L2 manager and a practical onboarding plan for European specialists.\nYou’ll work regular daytime hours (9am-5pm) in your hiring location. For the first few weeks, we’ll ask you to adjust your schedule so you can overlap with the North American team while you onboard.\nAbout you\nTechnical credibility: Enough depth to triage cases, coach, and make sound decisions, and to know when something belongs beyond L2. SMEs supply deeper expertise where needed. API fluency strongly preferred.\n\nPeople leadership: Substantial experience managing experienced technical specialists in complex B2B software support. Run regular, tailored 1:1s with agreed actions and follow-up. Bring concrete examples of people you helped grow and advance.\n\nAccountability: Set clear expectations, address performance concerns promptly and fairly, and stay accountable for decisions you delegate.\n\nIndependent judgment: Turn ambiguity into clear priorities and practical recommendations. Decide within your remit, raise risks early, and follow through without repeated direction.\n\nProcess ownership: Spot the gap, build the fix, secure adoption, and check it improved the team’s experience and customer outcomes. Experience leading support across regions or operating a follow-the-sun model, with clear ownership of case prioritization, escalations and continuity between shifts. Experience designing or improving these processes is particularly valuable.\n\nTrust and influence: Earn credibility with veteran specialists and new hires, invite disagreement, and explain your decisions. Resolve competing priorities across Support, Engineering, Product, and CS using data. Give European and North American reports equitable attention and development opportunities.\n\nActive use of AI and automation to improve analysis, documentation, and workflows. Be ready to show examples, how you checked quality, and the impact.\n\nExperience at both large enterprises and startups.\n\nHands-on experience building reports and working with a customer service platform, such as Zendesk\n\nExperience with workforce management, such as Assembled\n\nExperience with QA tooling, such as Intryc\n\nExperience with ticket escalation software, such as JIRA, Linear or Pluno AI\n\nOur mission is to keep the physical world running. Factories, fleets, hospitals and campuses stay up because the people who maintain them have tools worth using. That is what we build.\nCompensation and benefits. Base pay is one part of the package. Depending on the role, compensation may also include commission, an annual bonus and equity. Benefits differ by country. For roles in the United States, Autodesk’s benefits are described at benefits.autodesk.com. For roles in Canada and other countries, the plan differs on health coverage, retirement and leave, and your recruiter will walk you through it.\nBelonging. We take pride in a culture where everyone can thrive. More at autodesk.com/company/global-belonging. More on where this is going: Autodesk CEO Andrew Anagnost on building the future of connected operations, and AOS SVP Stephen Hooper on welcoming MaintainX to Autodesk.","description_format":"text","description_chars":6004,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[{"name":"Ireland","iso":"IE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Field Service Management Software","Manufacturing & Industrial Software"],"lifecycle":[{"event":"open","at":"2026-10-22T16:17:38Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":109,"reasons":["conf:1","velocity","win:early","comp:brand"],"computed_at":"2026-10-26T05:57:25Z"},"pay":{"stated_usd_annual":104876,"is_top_pay":true},"html_url":"https://alion.io/job/maintainx-manager-product-support","json_url":"https://alion.io/job/maintainx-manager-product-support.json","meta":{"generated_at":"2026-10-27T03:44:27Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3188,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5349},"rest":"https://alion.io/mcp/rest/get_company?id=5349"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmaintainx-manager-product-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmaintainx-manager-product-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmaintainx-manager-product-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/maintainx-manager-product-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmaintainx-manager-product-support"}]}