Technical Product Manager, Customer Experience - Canada

About Knotch

Knotch is a Content Intelligence Platform that enables brands to drive business growth through content. We build products for people who use content to drive performance. We also offer Strategic Consulting services which enable brands to achieve new levels of efficiency and effectiveness through ongoing and ad hoc support. Knotch gives marketers a holistic view of content’s performance and provides insights and actions that drive performance and increase efficiency. 

About the position:

As Knotch’s Technical Product Manager, Client Experience, you’ll be the point person for handling product issues, questions, and QA across the company — working directly with clients as well as with our Client Success team. We’re looking for someone who combines technical fluency, strong communication skills, and a service-oriented mindset to help us maintain a high-quality platform experience — both internally and for our clients.

In this role, you’ll act as the first line of product support — triaging issues, validating bugs, engaging with clients and our CS Team to clarify problem details, and ensuring our weekly releases ship with confidence. You’ll work directly with Engineering to reproduce and prioritize bugs, and with Product to help define and QA enhancements— always with the goal of ensuring client needs are met quickly and effectively.

This role is ideal for someone with experience supporting SaaS platforms in a technical capacity — who enjoys client interaction and wants to grow into product management or strengthen their product ops expertise in a fast-paced environment.

You will work closely with our Head of Product, Matt Davis, and collaborate with the broader Product Management Team.

First 30 days:
Get hands-on with our platform, release cadence, and client workflows. Start triaging inbound tickets and shadowing our QA and validation process.

First 60 days:
Take ownership of product support triage. Reproduce and prioritize bugs, surface technical issues clearly to Product and Engineering, validate fixes for upcoming releases, and engage directly with clients and the CS Team to provide updates or gather further context.

First 90 days:
Formalize triage and QA workflows. Collaborate with Product and Engineering to streamline issue tracking, improve internal documentation, and strengthen our client-facing readiness by making sure Client Success has the right information at the right time.

• Technically Curious: You’re comfortable investigating bugs, reviewing logs, and navigating web-based applications using browser tools and APIs.
• A Calm Troubleshooter: You bring structure to ambiguous issues in a fast-paced environment and keep moving forward even when something is unclear or unresolved.
• Reliable & Responsive: You’re the kind of person people trust to follow through — especially when client deliverables or deadlines are on the line.
• Detail-Oriented QA Partner: You hold the line on quality and have a strong eye for catching edge cases, inconsistencies, or regressions.
• Empathetic and Clear Communicator: Translate technical findings into actionable updates for Engineering, Product, Client Success, and directly to clients when needed.

• Have 3–6 years of experience in a SaaS company, ideally in product ops, technical support, QA, Engineering, or a hybrid product role
• Grasp the mechanics of data-driven products and speak SQL fluently—comfortable writing queries to explore, analyze, and validate data on your own
• Have worked directly with Account Management, Implementation, or Customer Support teams to resolve product issues
• Can investigate client-reported issues and provide clear, structured steps to reproduce them
• Are comfortable testing features in staging environments and validating releases pre-launch
• Navigate Jira with confidence and wield browser developer tools to inspect HTML markup, DOM elements, and related assets with ease
• Can write internal documentation and client-facing technical summaries to help scale your knowledge across teams
• Have excellent self-organizational skills 
• Have experience working in fast-paced, remote, tech environments
• Have prior experience as a Software Engineer, Solutions Engineer, or Developer

Product Triage & Internal Support:
You are the primary point of contact for inbound product questions, bugs, and investigations. You’ll own triage across the company, helping Client Success troubleshoot issues and ensuring nothing gets dropped.

Bug Reproduction & Prioritization:
Investigate reports, reproduce issues, and write clear tickets. Collaborate with Engineering to ensure problems are prioritized and fixed effectively. In certain scenarios you may be able to fix it yourself! 

QA & Release Sign-Off:
Work hand-in-hand with Product leads on end-to-end validation of new features and fixes. Maintain a consistent QA process with Product that ensures stability, quality, and usability.

Client Success Enablement:
Partner with our Client Success team to provide timely, accurate answers to client questions — sometimes delivering those answers yourself in client meetings. Help write documentation and explain product behaviors in both technical and plain language.

Enhancement Grooming:
Track recurring issues and feedback that could lead to product improvements. Collaborate with Product to scope, define, and prioritize enhancements.

At Knotch, we’re looking for someone who takes ownership, thrives in ambiguity, and loves helping others succeed. If you're equal parts technical troubleshooter, process improver, and quality gatekeeper — we’d love to hear from you.

Our Benefits and Perks:

Salary - The expected salary range for this role is $120,000 - $200,000 CAD depending on experience. US candidates welcome to apply.

Knotch is an equal opportunity employer. We strive to provide equal opportunities in all of our processes, including our hiring and employee experience.mWe pride ourselves on our three values: transparency, relentlessness, and inclusiveness.

We commit to daily work towards leading with empathy, reducing bias through periodic training, and engaging with and uplifting communities of marginalized groups. We condemn all forms of racism and discrimination on the basis of race, religion, ethnicity, nationality, gender identity, sexual orientation, age, marital status, pregnancy or parenthood status, veteran status, disability status or any other identifier. We encourage all employees, clients, investors, candidates, vendors, and friends of Knotch to deliver honest feedback directly or anonymously so that we may always seek to improve as an organization that is dedicated to diversity, equity, inclusion, and belonging.