Associate Technical Product Manager, Tendable

• Experience in a technical, product-adjacent role — product support, QA, business analysis, solutions engineering, or similar
• Experience in high-level technical support or 'Service Desk Lead' roles is highly valued
• Comfortable reading and reasoning about technical issues without needing to write the code yourself
• Ability to manage "High Touch" accounts independently, providing technical consultation without a CSM present
• Organised and proactive — able to manage multiple Jira boards, chase progress, and keep multiple threads moving at once
• Clear communicator, written and verbal, with both technical and non-technical audiences
• Comfortable with ambiguity and able to make sensible judgement calls when things are not black and white

Desirable

• We are looking for a technically-minded Associate Product Manager to join our Product team
• This is a hands-on role sitting at the intersection of product, engineering, and customer
• You will own a live product used in the NHS, be the technical voice in clinical settings, and help the team make smart decisions about what gets fixed, when, and why
• This role also serves as the final technical escalation point for the Support Desk, bridging the gap between front-line customer queries and the engineering delivery team
• You will work closely with our engineering team, Customer Success, and directly with customers
• No two days look the same
• Be the quality gate between customers, CS, and engineering. You’ll act as 'Second Line Support,' investigating complex technical cases that First Line cannot resolve
• Own the bug backlog process, including the triaging and scoping of fixes
• Identify solutions to recurring issues/trends to prevent future escalations
• Conduct reproducibility testing to filter out process/user errors, ensuring every ticket that reaches the dev team is clear, valid, and actionable
• Manage timeline expectations of internal and external stakeholders
• Review and sign off on bug tickets and feature requests flagged by customers and CS
• Assess business impact to help the dev team distinguish immediate hotfixes from sprint work
• Own the day-to-day product management of our drug inventory management platform used across ambulance fleets
• Manage the end-to-end relationship, including project-based updates and ad-hoc technical support calls
• Maintain the Jira board — raising tickets, chasing updates, keeping things moving
• Triage bugs and work with the dev team to prioritise fixes
• Attend Clinical Advisory Group (CAG) meetings alongside the clinical team as the technical voice, translating product capability and limitations for a clinical audience
• Occasionally support with customer-facing data queries, using SQL in Metabase to pull and interpret usage or performance data
• Provide regular monthly and ad-hoc reporting for key account, ensuring stakeholders have visibility on mobile release notes and usage
• Manage internal admin access reporting and audit logs for accounts to ensure security compliance
• Assist the Delivery Team with QA (Quality Assurance) testing on completed tickets to ensure fixes meet the required standard before release