Sobre

Technical Product & Support Lead About the Role rediem is a fast-growing early-stage, VC backed startup. rediem distills and productizes the core principles that inspire an iconic brand’s cult-like following through an operating system for brand community and belonging. We work with some of the top consumer brands; Olipop, Sun Bum, Faherty and many more. As we scale our product and customer base, we’re looking for a Technical Product & Support Lead to sit at the center of customers, product, and engineering. This role is critical to how our product gets built and improved. You’ll own technical issue triage, manage our Jira backlog, and help translate real customer problems into clear, actionable work for our engineering team. You’ll work closely with the founders and engineers to bring structure, clarity, and momentum to product execution. This is a hands-on role for someone who is technically fluent, product-minded, solutions-oriented and excited to take ownership in an early-stage environment. What You’ll Do Technical Support & Issue Ownership Serve as the primary owner for technical support issues and escalations Reproduce bugs, investigate root causes, and assess impact and urgency Distinguish between bugs, product gaps, and configuration or usage issues Partner with engineering to drive issues through to resolution Communicate clearly internally on status, priority, and next steps Product Execution & Jira Ownership Own and manage the Jira board end-to-end Triage incoming requests from customers, product, and engineering Write clear, technically accurate tickets with acceptance criteria Groom and prioritize the backlog in alignment with company goals Ensure work moves forward and nothing gets stuck or lost Product & Engineering Collaboration Translate customer feedback and support learnings into product insights Collaborate with engineers on scoping, sequencing, and tradeoffs Contribute to lightweight product specs and internal documentation Help improve processes around bug tracking, releases, and delivery Technical Context & Documentation Work within and understand our stack: Next.js, React, Node.js MongoDB, AWS Shopify APIs and ecosystem Create and maintain internal documentation for features, workflows, and known issues Support clear handoff between product, engineering, and support Who You Are Solutions-oriented problem solver who enjoys digging into complex, ambiguous challenges and driving them to resolution 3–6+ years of experience in a technical, product-adjacent role such as: Technical Product Manager Solutions or Support Engineer Software Engineer with strong product exposure Strong understanding of modern web applications, APIs, and SaaS systems Experience owning or heavily contributing to Jira (or similar tools) Highly organized, detail-oriented, and proactive Product-minded: you care deeply about user outcomes and business impact Clear communicator who thrives in ambiguity and takes ownership Must Be able to: Read code Debug issues Reproduce bugs locally Talk to engineers in precise technical language Nice to Have Experience building or supporting Shopify apps Early-stage startup experience Experience supporting live SaaS products with real customers