Atoms
Product Manager - Customer Support Systems
$165K–$195K
Pittsburgh, PA +1 · Manager · Full-time · Posted Aug 14, 2026
- Location
- Pittsburgh, PA
Pittsburgh - Experience
- 7+ years of relevant experience, including 5+ years in product management in the listed areas.
- Education
- Bachelor's degree in Engineering, Computer Science, Business, Product Design, Operations, or a related field; MBA or equivalent business experience is a plus.
About the job
Owns the vision, roadmap, and requirements for customer-support systems serving customers and field-deployed robotics operations, including self-service, automation, case management, and escalation workflows.
What you'll do
- Develop a support-systems roadmap and scalable, tiered support model informed by customer, agent, and operational needs.
- Build and improve intake, triage, routing, diagnostics, knowledge, and human-assisted support workflows, integrating relevant system context.
- Define product artifacts and success metrics; monitor support KPIs and use findings to prioritize improvements.
What they ask for
- 7+ years of relevant experience, including 5+ years in product management for customer support technology, service operations, enterprise workflow, B2B SaaS, robotics, connected hardware/software, or similarly complex products.
- Bachelor's degree in Engineering, Computer Science, Business, Product Design, Operations, or a related field.
- Experience with service design and customer-support platforms or workflows, such as CRM/help desk, knowledge management, incident management, or field service.
- Experience applying AI and automation to support workflows, with appropriate human oversight.
Nice to have
- MBA or equivalent business experience.
Pay
$165,000 - $195,000 per year (USD, base salary)
Tools
CRM, KDS, APIs
AI focus
Apply AI and automation to self-service, classification, routing, agent assistance, knowledge management, and safe remediation with human oversight.
Model-written summary · the original posting is authoritative