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- Tasks: Join us as a Product Specialist to enhance customer experience and product quality.
- Company: Be part of a cutting-edge Alerting & Incident Management Platform team.
- Benefits: Enjoy flexible work options and the chance to influence product direction.
- Why this job: Make a real impact on product quality while collaborating with diverse teams.
- Qualifications: Bachelor’s degree in a technical field and 5+ years of relevant experience required.
- Other info: Opportunity to mentor others and work with global teams across time zones.
The predicted salary is between 36000 - 60000 £ per year.
We are seeking a strategic and technically hands-on Product Quality & Support Strategist to help scale a cutting-edge Alerting & Incident Management Platform. This is a pivotal role focused on improving customer experience, reducing engineering disruption, and enhancing the platform’s overall product quality and technical impact.
You’ll work closely with product, engineering, and customer-facing teams to ensure reliability, usability, and long-term value of the platform. This is a unique opportunity to influence product direction from a technical, customer-centric lens without being on-call or part of a traditional support team.
- Enhance Customer Experience by resolving complex product issues efficiently, collaborating with engineering and customer teams, and delivering technical insights aligned with the roadmap.
- Minimize Engineering Disruptions through proactive issue detection, improved documentation, and tighter roadmap alignment.
- Drive Product Quality by owning benchmarking efforts, monitoring key performance metrics, and influencing quality-focused improvements.
- Elevate Product Awareness by tracking industry trends and helping develop innovative workflows that align with customer needs.
- Lead Cross-Team Collaboration as a technical SME—communicating clearly, mentoring others, and championing best practices across teams.
Requirements
- Bachelor’s degree or higher in Computer Science, Engineering, or a related technical field
- 5+ years of hands-on software/infrastructure engineering experience, especially with DevTools or Infrastructure Engineering
- Strong knowledge of incident management, alert routing, on-call workflows, and incident response strategies
- Experience working with or supporting SaaS-based observability or incident management products
- Familiarity with alert orchestration and automation at scale
- Strong communication and presentation skills; ability to influence across departments
- Comfortable collaborating with global teams, including across US and EMEA time zones
Preferred (Bonus) Skills
- Hands-on experience with tools like PagerDuty, OpsGenie, ServiceNow, CloudWatch, Chronosphere, or similar
- Understanding of SLA/SLO implementation and performance tracking
- Exposure to incident management frameworks, automated remediation, and runbook automation
- Background in DevOps or SRE culture and tooling
- Prior people leadership or mentorship experience is a plus
Product Specialist employer: ITR Partners
Contact Detail:
ITR Partners Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Specialist
✨Tip Number 1
Familiarise yourself with the specific tools mentioned in the job description, like PagerDuty and OpsGenie. Having hands-on experience or even a solid understanding of these platforms can set you apart during discussions with our team.
✨Tip Number 2
Showcase your ability to collaborate across teams by preparing examples of past experiences where you successfully worked with engineering and customer-facing teams. This will demonstrate your fit for the cross-team collaboration aspect of the role.
✨Tip Number 3
Stay updated on industry trends related to incident management and alerting systems. Being able to discuss recent developments or innovations in this space can highlight your proactive approach and passion for the field.
✨Tip Number 4
Prepare to discuss your experience with incident management frameworks and how you've implemented them in previous roles. This will show us that you have the technical depth and strategic mindset we’re looking for in a Product Specialist.
We think you need these skills to ace Product Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in software engineering, incident management, and customer support. Use specific examples that demonstrate your hands-on experience with tools like PagerDuty or ServiceNow.
Craft a Compelling Cover Letter: In your cover letter, express your passion for improving product quality and customer experience. Mention how your background aligns with the role's requirements and how you can contribute to the company's goals.
Showcase Technical Skills: Clearly outline your technical skills related to DevOps, infrastructure engineering, and incident response strategies. Provide examples of how you've used these skills to resolve complex issues or improve processes in previous roles.
Highlight Collaboration Experience: Emphasise your ability to work across teams and communicate effectively. Share instances where you've mentored others or led cross-team initiatives, showcasing your leadership and collaboration skills.
How to prepare for a job interview at ITR Partners
✨Showcase Your Technical Expertise
As a Product Specialist, you'll need to demonstrate your hands-on experience in software and infrastructure engineering. Be prepared to discuss specific projects where you've resolved complex product issues or improved product quality, especially in relation to incident management and alerting.
✨Emphasise Cross-Team Collaboration
This role requires strong collaboration with various teams. Share examples of how you've effectively communicated and worked with product, engineering, and customer-facing teams in the past. Highlight any mentoring experiences that showcase your ability to champion best practices.
✨Demonstrate Customer-Centric Thinking
Since enhancing customer experience is a key focus, be ready to discuss how you've previously aligned technical insights with customer needs. Provide examples of how you've proactively detected issues and contributed to improving customer satisfaction.
✨Stay Updated on Industry Trends
The role involves tracking industry trends and developing innovative workflows. Prepare to discuss recent developments in incident management and observability tools, and how you can leverage this knowledge to elevate product awareness and drive quality improvements.
