About MPCH

MPCH is dedicated to developing secure, resilient, and innovative technology solutions tailored for security-first organizations. We specialize in delivering cutting-edge security infrastructure to large technology firms, enabling them to safeguard their data and operations against today’s most sophisticated threats.

As a founding contributor to the Canton Network, MPCH plays a critical role in building the next generation of institutional blockchain infrastructure. Our expertise in advanced cryptography, multiparty computation (MPC), and key management ensures that Canton participants can operate with the highest levels of security, resilience, and trust.

Through our technology, we empower institutions to deploy and manage Canton Validator Nodes and Super Validator Nodes with confidence, while also providing the enterprise-grade Key Management Solutions that underpin secure network operations. MPCH’s involvement ensures that the Canton Network is not only interoperable and scalable but also meets the rigorous security requirements demanded by global financial markets.

About Canton:

Canton Network is the first privacy-enabled, interoperable blockchain network designed for institutions. It enables seamless connectivity between financial markets, bridging ecosystems while maintaining compliance, privacy, and performance standards.

Job Overview

The Technical Product Operations Manager acts as the bridge between clients, product, and engineering teams to ensure smooth technical operations and support. This role oversees the full client support lifecycle in Jira Service Management, manages SLAs, and coordinates issue resolution across teams. You’ll support sales and product initiatives by owning technical client onboarding, translating client requirements into actionable solutions, assisting with POCs, and maintaining clear documentation. The ideal candidate combines strong technical troubleshooting skills with process discipline, driving efficiency through optimized workflows, reporting, and continuous improvement.

Key Responsibilities:

Enterprise Technical Support

• Act as a primary technical product liaison for B2B clients, managing technical inquiries, incidents, and service requests.
• Provide Tier 1–2 support: troubleshoot technical issues, gather logs, and coordinate escalations to engineering.
• Manage the full client support lifecycle in Jira Service Management, ensuring SLA adherence and transparent communication.
• Proactively monitor client environments for potential issues or inefficiencies.
• Owns the client-facing Knowledge Base, including troubleshooting guides and operational FAQs.

Technical Sales Enablement

• Partner with the Sales and Product teams to translate client technical requirements into actionable solutions.
• Support proof-of-concept (POC) and pilot deployments, ensuring smooth handover to post-sales support.
• Assist in preparing technical documentation, system configuration details, and client onboarding materials.
• Maintain CRM and Jira integration between sales and technical workflows to ensure visibility of client status.

Operational Systems & Jira Workflow Management

• Administer and optimize Jira workflows, automations, and dashboards to enhance visibility and accountability across teams.
• Create and maintain Standard Operating Procedures (SOPs) for support and operations processes.
• Analyze ticket trends to identify recurring issues and work with Product and Engineering on long-term resolutions.
• Ensure compliance with enterprise SLAs, reporting metrics and status updates to leadership and clients.

Process Improvement & Reporting

• Measure and report on key performance indicators (KPIs) for client satisfaction, SLA adherence, and resolution times.
• Support continuous improvement initiatives by documenting best practices and recommending system enhancements.
• Coordinate internal reviews of complex client issues to improve response efficiency and product quality.

Requirements :

• Bachelor’s degree in Information Systems, Business, Computer Science, or a related technical discipline.
• 4-6 years in B2B technical operations, enterprise support, or customer success within a SaaS, fintech, or tech services company.
• Strong familiarity with Jira, Confluence, and CRM platforms (e.g., HubSpot, Salesforce).
• Experience managing enterprise clients with defined SLAs, incident tracking, and escalation workflows.
• Excellent communication skills — able to explain technical concepts to both technical and non-technical stakeholders.
• Working understanding of APIs, integrations, and cloud-based systems.
• Strong analytical and problem-solving skills.

Preferred Requirements:

• Experience with security-focused or fintech products.
• Knowledge of automation tools or scripting (e.g., Jira automation, Python, or Zapier).
• Familiarity with ITIL principles or service management frameworks.

Personal Attributes:

• Highly organized, analytical, and detail-oriented.
• Comfortable interfacing with enterprise clients and internal technical teams.
• Proactive and accountable — takes ownership of outcomes.
• Thrives in a remote, collaborative, and fast-paced environment.
• Passionate about delivering exceptional customer experiences through operational excellence.

Benefits:

• Salary Range $110,000 - $130,000
• Equity options
• Comprehensive benefits package (US and UK)
• Fully remote work environment