NetApp

Product Manager - Active IQ

NetApp • $120K — $145K *
Morrisville, NC 27560In-Person
Technical Services
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 9-12 years of relevant experience, including 8+ years in Product Management
  • Experience supporting technical support or service organizations
  • Proven success in driving workflow automation and operational efficiency
  • Experience managing support tools, platforms, or diagnostic applications
  • Strong analytical and data-driven decision-making skills
  • Familiarity with Jira, Confluence, agile practices, and backlog management
  • Demonstrated improvement in engineer productivity and customer satisfaction

Responsibilities

  • Identify improvement opportunities in technical support engineer workflows
  • Drive the evolution of remote support tools and platforms
  • Leverage data to enhance proactive support and resolution speed
  • Design and optimize workflows, tooling, and data access
  • Lead end-to-end workflow automation across case management
  • Track supportability metrics such as MTTR and automation coverage
  • Promote a design-for-supportability mindset across teams

Benefits

  • Collaborative work environment in a technology-driven company
  • Opportunity to work at the intersection of product management and customer experience
  • Engagement in meaningful improvements in technical support
  • Access to influence design and implementation of innovative support tools
  • A chance to be part of a culture that values operational excellence and continuous improvement
Full Job Description
Job Summary

About the Role

We're seeking an experienced Product Manager passionate about transforming the technical support experience through workflow automation, intelligent tooling, and deep operational empathy. This execution-focused role centers on making support engineers more effective, automating end-to-end support case workflows, and leveraging support data to continuously improve the customer and engineer experience. You'll own the tools, platforms, and processes that power our support organization ensuring supportability is built into everything we deliver.

Job Requirements

  • Understand technical support engineer workflows and identify improvement opportunities.
  • Drive evolution of remote support tools and support platforms.
  • Leverage AutoSupport, telemetry, and diagnostic data to improve proactive support and resolution speed.
  • Design and optimize support workflows, tooling, and data access.
  • Lead end-to-end workflow automation across support case management.
  • Define and track supportability metrics including MTTR, automation coverage, productivity, and adoption.
  • Partner with engineering to build products with strong diagnosability, logging, and supportability.
  • Promote a design-for-supportability mindset across teams.
  • Identify AI/ML opportunities for routing, diagnostics, root cause analysis, and knowledge retrieval.


Customer Experience
  • Understand customer journeys throughout the support lifecycle.
  • Translate support trends and customer feedback into product improvements.
  • Improve self-service, knowledge management, and support experiences.
  • Monitor customer metrics including CSAT, CES, NPS, and first-contact resolution.
  • Create closed-loop feedback processes between customers, support, and product teams.


Security & Compliance
  • Ensure support tools and data handling comply with security and privacy standards.
  • Partner with security and legal teams on governance and access controls.
  • Implement secure-by-default support tooling practices.


Agile Collaboration
  • Support agile squads delivering automation and customer experience initiatives.
  • Create user stories, requirements, and backlog priorities.
  • Partner with Product Owners and Scrum Masters to deliver incrementally.
  • Drive data-informed decision making and operational excellence.


Cross-Functional Leadership
  • Connect support operations, engineering, data, and customer experience teams.
  • Communicate insights and automation opportunities to leaders and stakeholders.
  • Align tooling strategy and platform investments across organizations.


Required Qualifications
  • 9-12 years of relevant experience with 8+ years in Product Management.
  • Experience supporting technical support or service organizations.
  • Proven success driving workflow automation and operational efficiency.
  • Experience managing support tools, platforms, or diagnostic applications.
  • Strong analytical and data-driven decision-making skills.
  • Experience with Jira, Confluence, agile practices, and backlog management.
  • Track record improving engineer productivity and customer satisfaction.


Preferred Qualifications
  • Experience with telemetry platforms and proactive support models.
  • Knowledge of AI-assisted diagnostics, intelligent routing, and automation.
  • Familiarity with remote support tools and knowledge management systems.
  • Understanding of supportability engineering and self-service experiences.
  • Experience using customer feedback and support KPIs to drive improvements


Education

  • Bachelor's degree in Technical Communication, English, Computer Science, Information Science, Engineering, or a related field, or equivalent experience.

About NetApp

NetApp is a global cloud-led, data-centric software company that empowers organizations to lead with data in the age of accelerated digital transformation. The company provides systems, software and cloud services that enable them to run their applications optimally from data center to cloud, whether they are developing in the cloud, moving to the cloud, or creating their own cloud-like experiences on premises. With solutions that perform across diverse environments, NetApp helps organizations build their own data fabric and securely deliver the right data, services and applications to the right people?anytime, anywhere. Learn more at www.netapp.com.
Learn more about NetApp
Size
12,000 employees
Market Cap
$12.7 billion
Industry
Enterprise Technology
Net Income
$592 million
Founded
1992
5 Year Trend
+2.8%
Revenue
$5.5 billion
NASDAQ
NTAP
* Ladders Estimates

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