Partner Support Manager

Goodweek is the partner-led AI Management Platform built exclusively for Managed Service Providers (MSPs) to deploy to their clients. We give MSPs a secure, governed, multi-model AI workspace with 40+ bidirectional integrations, SOC 2 certification, GDPR compliance, and 100% tenant isolation: the platform infrastructure they need to turn AI from a SKU they resell into a packaged, recurring service line they admin, bill, and support.

MSPs use Spaces (team-scoped AI workspaces), Actions (reusable prompt/markdown playbooks that turn repeatable workflows into one-click flows), Knowledge Bases, and a Governance Dashboard to deliver Foundation, Advantage, and Outcomes-tier services to their clients.

The role

As Goodweek's Partner Support Manager, you'll be the first point of contact for our MSP partners , handling inbound operational support requests, troubleshooting reported issues. You'll qualify each request, gather all the information needed for resolution (logs, screenshots, reproduction steps, environment details), and escalate to Product and Engineering with a clean, actionable brief. You'll join, or Fathom-review, every customer call where an issue surfaces, build reproducible bug reports with video evidence, and drive fixes through Engineering. Throughout the process, you'll keep MSPs informed with clear status updates, ETAs, and confirmation when a fix ships.

What you'll own

Bug and feature intake: Answer phone calls or emails coming directly from the MSPs regarding issues on our product. Join live or Fathom-review every customer call where an issue surfaces. For each issue, segment the recording, generate timestamped links, capture reproduction steps, and file a ticket Product and Engineering can act on without coming back to ask questions.

Issue lifecycle ownership: Track every open bug and feature request from intake → triage → fix → release → MSP communication. No issue sits cold. No fix ships without the affected MSP hearing about it.

Product and Engineering communication: Be the dedicated voice for customer issues inside Product and Engineering. Push for triage urgency proportional to revenue impact, push back when scope creeps, and be the one who knows why a ticket matters.

MSP communication: Close the loop with every MSP that reported an issue: status updates, ETAs, workarounds, "fixed in this release" confirmations. MSPs should never have to ask twice.

Live issue resolution: Jump on calls when an issue surfaces mid-demo or mid-deployment. Where a workaround unblocks the moment, you ship it on the call and save the deal in flight

Day-to-day

• Answer requests coming from the MSPs via phone, emails, chat, etc. Join live calls or review Fathom recordings within 24 hours of the meeting - issues don't get to age.
• For each issue, build a bug ticket Engineering can reproduce: segmented video link, step-by-step repro, environment details, expected vs. actual behavior, and the deal/relationship impact.
• Run the weekly bug triage with Product and Engineering. Prioritize ruthlessly against revenue, deployment risk, and pattern frequency.
• Send status updates to every affected MSP - when a fix lands, when an ETA changes, when a workaround is available. Communication cadence is part of the product.
• Sit in on Activate-phase deployments when something blocks adoption. The job is to unstick the partner, then write up what happened.
• Maintain a single open-issues view that Sales, Enablement, and Leadership can check at a glance to see what's affecting which partner.

What you bring

• 4+ years in operational customer support/customer care, QA with client facing experience, at a B2B SaaS company, ideally one with a complex multi-integration platform.
• Experience with ticketing systems such as Zendesk, Intercom, or similar.
• Strong Product knowledge and basic technical instincts. You can sit on a call, watch a workflow break, and tell whether it's a network issue, an integration problem, a permissions miss, or a real bug and you can write each of those up differently for the team that needs to fix it. You are one of the people in the company who knows the product best, including all of its features.
• Reproducible bug reports are a craft you take seriously. Video clip + repro steps + environment + expected vs. actual + impact = your baseline, not your stretch.
• Excellent written communication. You can write a status update an MSP owner reads in 20 seconds and trusts. You can write a bug report a tired engineer can act on without a follow-up question.
• Excellent interpersonal skills: You are committed to maintaining a strong partnership with MSPs by providing them with high-quality operational using several channels (phone, emails, chats...).
• Comfort owning the cross-functional loop end-to-end. You'll be pushing Engineering, holding MSPs' hands, and reporting up, sometimes in the same hour.
• Operator mindset. You will systematize the process, not to wait for someone else to.
• AI in your daily work. You use Goodweek and other AI tools as a natural part of your workflow : to research, draft, prepare, and follow up faster and better. All while reading critically, challenging outputs, and making them yours before anything goes out. You treat continuous learning with AI as part of the job, not a side project and by living that practice every day, you become a more credible partner to the MSPs you support.

Bonus points

• Background working at an MSP or in IT support : you've sat on the partner's side of the table.
• Hands-on with Fathom, Gong, or similar meeting-intelligence platforms. You can segment, clip, and link in 30 seconds.
• A working understanding of the Goodweek integration set: M365, Google Workspace, Salesforce, HubSpot, Jira, Slack, and Quickbooks.
• Experience driving issue triage with Engineering using Linear, Jira, or similar.

We offer a compensation package of a $80,000 base salary along with an equity package that gives you the opportunity to share in the company's long-term success.

In addition, we provide comprehensive health and dental coverage, as well as a 401(k) retirement plan.