Customer Success Manager – Technology Support – Stratumn

Company Description

Sia is a next-generation, global management consulting group. Founded in 1999, we were born digital. Today our strategy and management capabilities are augmented by data science, enhanced by creativity and driven by responsibility. We’re optimists for change and we help clients initiate, navigate and benefit from transformation. We believe optimism is a force multiplier, helping clients to mitigate downside and maximize opportunity. With expertise across a broad range of sectors and services, our 3,000 consultants serve clients worldwide from 48 locations in 19 countries. Our expertise delivers results. Our optimism transforms outcomes. 

Sia’s AI & Data Business Unit is the powerhouse of our firm’s innovation—merging cutting-edge Data Science, Generative AI, and advanced digital solutions to transform industries. With over 350 experts worldwide, we tackle projects from proof-of-concept to large-scale deployment, always pushing the boundaries of AI capabilities. Our 12 R&D labs in Europe and North America drive continuous research in areas like computer vision, MLOps, and deep learning, partnering closely with our business consultants for real-world impact. By joining Sia’s AI & Data team, you’ll step into a vibrant, collaborative environment that nurtures professional growth and empowers you to shape the future of AI-driven consulting. 

Job Description

Position Overview

We are seeking an organized, proactive, and technically capable Associate Production Support Analyst to support the ongoing production operations of Stratumn, an internal AI tool that is now being integrated into client environments. This role is well suited for a professional with 1–3 years of experience in application support, production support, technical operations, or a related field who is eager to work in a cross-functional, client-facing environment. 

The Associate Production Support Analyst will play a key role in establishing and executing the production support model for Stratumn, including support processes, service levels, issue tracking, and operational governance. Acting as the Level 1 support lead, this individual will manage intake, triage, troubleshooting, and resolution of user issues and defects while partnering closely with product, engineering, client-facing technical teams, and business stakeholders to drive timely and effective outcomes. 

This role requires a strong foundation in technical troubleshooting, structured problem-solving, communication, and operational coordination. The ideal hire will be comfortable working across workflows, environments, and third-party integrations while bringing discipline and visibility to support operations through reporting, documentation, and continuous improvement initiatives. 

Key Responsibilities 

• Help own and operationalize the production support model for Stratumn, including L1/L2 support structure, SLAs, escalation paths, and governance 
• Serve as the Level 1 support lead, managing issue intake, triage, prioritization, and resolution for user-reported issues and defects 
• Troubleshoot technical issues across application workflows, third-party integrations, system configurations, and client environments 
• Partner with client-facing technical teams to investigate root causes, prioritize defects, validate fixes, and ensure clear communication throughout the resolution process 
• Coordinate across client business stakeholders, product managers, engineering teams, and other cross-functional partners to drive issue resolution and alignment 
• Maintain and manage the support backlog, incidents, risks, dependencies, and action items with clear prioritization and tracking 
• Produce regular reporting on system health, defect trends, SLA performance, incident metrics, and overall support effectiveness 
• Identify and drive opportunities for continuous improvement in support workflows, automation, operational processes, and system reliability 
• Develop and maintain support documentation, playbooks, standard operating procedures, and knowledge base content to support scale and consistency 
• Bring program management rigor to ongoing support operations through status tracking, stakeholder communication, governance routines, and escalation management 

Qualifications

Required Qualifications 

• 1–3 years of experience in technical support, production support, application support, technical operations, systems administration, or a related role 
• Experience triaging, tracking, and resolving issues in a production support environment 
• Strong troubleshooting and analytical skills, with the ability to investigate issues across systems, workflows, and integrations 
• Ability to manage multiple workstreams, incidents, and priorit