Customer Success Manager – Technology Support – Stratumn

Company

Sia is a next-generation global management consulting group. Founded in 1999, we combine strategy and management capabilities with data science, creativity, and responsibility. We serve clients worldwide from 48 locations in 19 countries with 3,000 consultants. Our AI & Data Business Unit merges cutting-edge data science, generative AI, and advanced digital solutions to transform industries. With over 350 experts worldwide and 12 R&D labs in Europe and North America, we drive continuous research in areas like computer vision, MLOps, and deep learning. Joining Sia’s AI & Data team offers a collaborative environment that supports professional growth and shapes the future of AI-driven consulting.

Position Overview

We are seeking an organized, proactive, and technically capable Associate Production Support Analyst to support the ongoing production operations of Stratumn, an internal AI tool now being integrated into client environments. This role is well suited for a professional with 1–3 years of experience in application support, production support, technical operations, or a related field who is eager to work in a cross-functional, client-facing environment.

The Associate Production Support Analyst will help establish and execute the production support model for Stratumn, including support processes, service levels, issue tracking, and governance. Acting as the Level 1 support lead, this individual will manage intake, triage, troubleshooting, and resolution of user issues and defects while partnering with product, engineering, client-facing technical teams, and business stakeholders to drive timely and effective outcomes. The role requires strong technical troubleshooting, structured problem-solving, communication, and operational coordination, with comfort working across workflows, environments, and third-party integrations. It also involves bringing discipline and visibility to support operations through reporting, documentation, and continuous improvement initiatives.

Key Responsibilities

• Help own and operationalize the production support model for Stratumn, including L1/L2 support structure, SLAs, escalation paths, and governance
• Serve as the Level 1 support lead, managing issue intake, triage, prioritization, and resolution for user-reported issues and defects
• Troubleshoot technical issues across application workflows, third-party integrations, system configurations, and client environments
• Partner with client-facing technical teams to investigate root causes, prioritize defects, validate fixes, and communicate throughout the resolution process
• Coordinate with client business stakeholders, product managers, engineering teams, and other cross-functional partners to drive issue resolution and alignment
• Maintain and manage the support backlog, incidents, risks, dependencies, and action items with clear prioritization and tracking
• Produce regular reporting on system health, defect trends, SLA performance, incident metrics, and overall support effectiveness
• Identify and drive opportunities for continuous improvement in support workflows, automation, operational processes, and system reliability
• Develop and maintain support documentation, playbooks, standard operating procedures, and knowledge base content to support scale and consistency
• Apply program management rigor to ongoing support operations through status tracking, stakeholder communication, governance routines, and escalation management

Qualifications

Required Qualifications

• 1–3 years of experience in technical support, production support, application support, technical operations, systems administration, or a related role
• Experience triaging, tracking, and resolving issues in a production support environment
• Strong troubleshooting and analytical skills with the ability to investigate issues across systems, workflows, and integrations
• Ability to manage multiple workstreams, incidents, and priorities in a fast-paced environment
• Strong written and verbal communication skills, including effective communication with technical and non-technical stakeholders
• Experience working cross-functionally with product, engineering, operations, or client-facing technical teams
• Familiarity with ticketing systems, issue tracking tools, or project management platforms
• Strong organizational skills and attention to detail in documentation, status tracking, and follow-up
• Ability to work independently, exercise sound judgment, and escalate issues appropriately

Preferred Qualifications

• Experience supporting enterprise software, SaaS platforms, AI-enabled tools, or workflow-driven applications
• Familiarity with support operating models that include L1/L2 structures, SLAs, incident management, and governance
• Exposure to API integrations, third-party systems, environment management, or configuration troubleshooting
• Experience with tools such as Jira, ServiceNow, Zendesk, Confluence, or similar platforms
• Experience analyzing support trends, defect patterns, and operational metrics to identify improvements
• Experience developing or maintaining knowledge bases, support playbooks, runbooks, or process documentation
• Familiarity with root cause analysis, defect management, and fix validation processes
• Interest in process improvement, workflow automation, and scaling support operations
• Bachelor’s degree in information systems, computer science, business, or a related field

Compensation & Benefits

We support our team professionally and personally. Compensation and benefits include:

• Annual base salary range: $89,000–$110,000, commensurate with experience
• Annual performance-based discretionary bonus
• Health coverage: three medical plans, dental and vision, life and AD&D, and other voluntary insurance
• Tax-advantaged accounts: 401(k) with 4% matching; Health Savings Account (HSA); Flexible Spending Account (FSA) for health, dependent care, and commuter
• Family-friendly benefits: 100% paid parental leave for eligible new parents; Building Healthy Families program
• Time off: generous PTO, nine company holidays plus one floating holiday
• Other benefits: college savings and student loan repayment assistance; monthly cell phone stipend; wellness programs; LiveHealth Online; well-being coaching; EAP with confidential counseling; access to emotional well-being resources

Diversity, Equity, Inclusion & Belonging

Sia fosters a diverse, equitable, and inclusive culture where employees are valued and thrive. We are committed to recruiting and developing a diverse network and investing in growth. We promote an inclusive environment of curiosity and learning with lasting impact. For more information, please visit our website. Sia is an equal opportunity employer. All employment decisions are based on performance, competence, conduct, and business needs.

Workplace Guidelines & Sponsorship

Sia provides a flexible workplace environment that supports client, business, and market needs. Consultants in primary market locations (New York City, Charlotte, Seattle, San Francisco) should live within a reasonable commuting distance and attend the office at least three days per week. For consultants outside primary markets, in-person requirements may be more flexible. Sia currently does not sponsor work visas (including H1-B, F-1/OPT, STEM OPT, TN). All employment decisions are based on performance, competence, conduct, and business needs.