Product Manager, Customer Support Systems

This role owns the vision, strategy, and detailed product requirements for systems that enable Lab37 to support customers and field-deployed operations at scale. The position involves translating customer and operational insights into a prioritized roadmap spanning self-service, automation, human workflows, and case management. It requires designing a scalable, tiered support model and building intelligent intake, triage, and routing processes. The role also focuses on creating automated and human-assisted support experiences while connecting support workflows to system context.