Product Solutions Manager

1w1 week ago

Suger

Vancouver, CA · Full-time · C$75,000 – C$100,000

About this role

Suger helps B2B software companies sell through cloud marketplaces like AWS, Azure, GCP, Oracle, Alibaba, and Snowflake, one of the fastest-growing enterprise sales channels. As Product Solutions Manager, you bridge customers and product/engineering teams. You're the first contact when customers face issues, ensuring resolutions.

Most of your day involves communicating with customers, software engineers, and the product team. You understand technical products to ask right questions and translate customer pain into actionable items for engineers. No coding required, but technical fluency is key.

Operate in a hybrid model with 4 days per week in Downtown Vancouver office. Suger, a Series A company launched in 2022, serves 250+ B2B customers from Snowflake and Intel to startups like Glean and Vanta. Backed by Threshold VC, Craft Ventures, Intel Capital, and Y Combinator.

Success means timely customer responses building trust, structured bug reports minimizing back-and-forth, and reduced support volume via documentation and feedback. Work alongside top product/engineering talent from Google, Meta, Salesforce. Own a major go-to-market pillar with day-one autonomy.

Requirements

3+ years of experience in solutions, customer support, customer-facing operations, or similar customer-facing role
Exceptional communicator - clear and composed in writing and over video, especially when handling frustrated customers
Stays calm under pressure and knows how to de-escalate without losing momentum
Highly organized - comfortable managing multiple open issues simultaneously without losing context
Comfortable in a fast-moving startup environment where processes are still being built

Responsibilities

Serve as the primary point of contact for customer-reported bugs, issues, and technical questions
Triage incoming support requests: gather context, reproduce issues where possible, and prioritize by impact
Write clear, structured bug reports and feature requests for the Engineering and Product teams
Communicate status updates and resolutions back to customers in a timely, professional manner
Identify patterns in recurring issues and surface them proactively to the product team
Maintain and improve support documentation, FAQs, and internal runbooks
Collaborate with Customer Success Managers to ensure smooth handoffs between reactive support and proactive success work
Track all open issues and ensure nothing falls through the cracks

Benefits

Base Salary Range: $75,000-$100,000 CAD/year
Competitive compensation and equity plan
Work alongside a top-notch product and engineering team with experience at Google, Meta, Salesforce, Pave, Motive, and Square
Own a major pillar of our go-to-market strategy from day one, with the autonomy