Product Defect Manager- RMM

As the world's leading provider of cloud-based software and technology solutions delivered by managed service providers (MSPs), Datto believes there is no limit to what small and medium businesses can achieve with the right technology. Datto offers Unified Continuity, Networking, and Business Management solutions and has created a one-of-a-kind ecosystem of MSP partners. These partners provide Datto solutions to over one million businesses across the globe. Since its founding in 2007, Datto continues to win awards each year for its rapid growth, product excellence, superior technical support, and for fostering an outstanding workplace. With headquarters in Norwalk, Connecticut, Datto has global offices in the United Kingdom, Netherlands, Denmark, Germany, Canada, Australia, China, and Singapore. Learn more at datto.com.

Job Summary:

You will be responsible for managing personnel and processes associated with the triage, correction, testing, and release of all customer-reported software defects within the Datto RMM product line. You will act as a liaison between engineering and product support to assure efficient, high-quality resolutions to customer reported issues. You will also manage processes designed to quantify and address internally reported issues in a timely fashion with high quality.

Essential Responsibilities:

• Qualify issues reported by the RMM Product Support Team and manage development efforts on confirmed software defects.
• Manage processes designed to support prioritizations and escalations initiated by the Product Support Team to ensure that customer reported issues are worked with the appropriate level of urgency.
• Maintain lines of communication with the Product Support Team to ensure continuous customer communications on the status of open issues.
• Work directly with Product Management and Software Development to ensure that all defect fixes are consistent with business requirements.
• Work directly with customers as needed to help verify and understand reported issues.
• Review, qualify and escalate internally reported issues to ensure that high priority defects are addressed before they are reported by customers.
• Manage processes that facilitate proactive correction of errors logged by applications.
• Design and implement changes to existing defect management processes as required by changes in the business.
• Develop, implement, and maintain a customer-facing known issue list.

Qualifications:

• Datto RMM knowledge and experience is required.
• Strong process and project management skills.
• Strong inter-personal skills, and a demonstrated ability to interface and maintain positive, constructive relationships with peers throughout the organization.
• Outstanding attention to detail.
• Excellent communication, organization, documentation, written, verbal, and presentation skills.
• Strong troubleshooting skills.
• Positive attitude, enthusiasm, motivation, and a desire for continuous improvement.

Note: We are looking only for candidates willing to join us directly as W2 employees (No 3rd party candidates)

At Datto, we believe our employees are our greatest asset and offer all full-time employees a wide-ranging benefits package, including:

• Comprehensive health-care benefits
• Free lunch every Friday
• Flexible paid time off policy
• Free food, drinks, and fresh organic fruit
• Fitness reimbursement
• Charity match program
• Education reimbursement
• And more!

By submitting an application, you acknowledge we will process your data in order to consider you for the position you apply for and for other open positions within our company for which you may be suited. We collect and store your data in accordance with our Recruiting Privacy Practices.

Datto is an equal opportunity employer.