Customer Success Manager – Technology Support – Stratumn

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 the ability to communicate effectively with both technical and non-technical stakeholders 
• Experience working cross-functionally with teams such as product, engineering, operations, or client-facing technical teams 
• Familiarity with ticketing systems, issue tracking tools, or project management platforms used to manage support activities 
• Strong organizational skills and attention to detail, particularly 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 support and documentation platforms 
• Experience analyzing support trends, defect patterns, and operational metrics to identify improvement opportunities 
• 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 

Additional information

Compensation & Benefits 

We believe in supporting our team professionally and personally. Here’s a snapshot of the comprehensive benefits you’ll enjoy as part of Sia. 

Competitive Compensation 

• Annual Base Salary Range: $89,000- $110,000, commensurate with experience and qualifications

• Annual performance based discretionary bonus 

Robust Health Coverage 

• 3 Medical plans  

• Dental and Vision  

• Life, AD&D and other voluntary insurance  

Tax-Advantaged Accounts 

• 401K retirement plan 

• 4% matching and 100% vested upon enrollment 

• Health Savings Account (HSA) 

• Flexible Spending Account (FSA)  

• Health, Dependent Care, Commuter 

Family Friendly Benefits  

• 100% paid parental leave for all new parents with eligible tenure 

• Building Healthy Families program if enrolled through Medical plan 

Time Off to Recharge 

• Generous Paid Time Off (PTO) policy 

• 9 company holidays plus 1 floating holiday  

Extras that Make Life Easier 

• College savings and student loan repayment assistance 

• Monthly cell phone stipend 

• Access to wellness programs at no cost if enrolled through Medical plan, including: 

  • Gym membership reimbursement 

  • LiveHealth Online virtual care 

  • Personalized support from a Well-being Coach  

• Employee Assistance Program at no cost 

  • Free confidential counseling and emotional support services  

  • On-demand access to Emotional Well-being resources (ranging from relaxation techniques to stress management)  

Diversity, Equity, Inclusion & Belonging 

At Sia, we believe in fostering a diverse, equitable and inclusive culture where our employees and partners are valued and thrive in a sense of belonging. We are committed to recruiting and developing a diverse network of employees and investing in their growth by providing unique opportunities for professional and cultural immersion. Our commitment toward inclusion motivates dynamic collaboration with our clients, building trust by creating an inclusive environment of curiosity and learning which affects lasting impact. Please visit our website for more information.  

Sia is an equal opportunity employer. All aspects of employment, including hiring, promotion, remuneration, or discipline, are based solely on performance, competence, conduct, or business needs. 

Office Workplace Guidelines  

Sia is committed to providing a flexible workplace environment that supports client, business, and market needs. Consultants located in our primary market office locations—New York City, Charlotte, Seattle, and San Francisco—are expected to live within a reasonable commuting distance and attend the office at least three days or more per week. For Consultants outside of our primary markets, we can offer more flexible in-person requirements in accordance with your location. 

Work Authorization & Sponsorship  

At this time, Sia does not intend to employ any applicant who will require, either now or in the future, employment visa sponsorship or sponsorship for work authorization (i.e., H1-B visa, F-1/OPT) or STEM OPT, TN, etc).

Sia is an equal opportunity employer. All aspects of employment, including hiring, promotion, remuneration, or discipline, are based solely on performance, competence, conduct, or business needs.