📍 Job Overview

• Job Title: Product Owner - Technical Support
• Company: Winnow
• Location: Cluj-Napoca, Romania
• Job Type: Hybrid (On-site 2 days/week)
• Category: Product Management, Technical Support
• Date Posted: 2025-06-18
• Experience Level: Mid-level (2-5 years)
• Remote Status: On-site with hybrid flexibility

🚀 Role Summary

• Key Responsibilities: Drive support process improvements, manage knowledge base, and collaborate cross-functionally to enhance support efficiency.
• Key Skills: Product ownership, business analysis, technical writing, support operations, and customer experience enablement.
• Impact: Reduce support ticket volume, improve customer satisfaction, and drive support team efficiency.

💻 Primary Responsibilities

• Process Improvement: Analyze ticket trends, map out troubleshooting workflows, and define SLAs/KPIs.
• Knowledge Management: Create and maintain internal documentation, product manuals, and customer help articles.
• Tooling Evaluation: Identify opportunities to improve internal support tooling and lead adoption of new tools.
• Product Influence: Maintain a backlog of feature suggestions, work with product managers to prioritize fixes, and ensure alignment with user pain points.

🎓 Skills & Qualifications

Education: Bachelor's degree in a relevant field (e.g., Business, Computer Science, or a related discipline).

Experience: 2+ years in product ownership, business analysis, technical writing, support operations, or customer experience enablement.

Required Skills:

• Strong written communication in English (required)
• Strong analytical and problem-solving skills
• Highly communicative and proactive
• Ability to manage multiple concurrent change projects
• Experience using tools such as Zendesk, Confluence, and Google Workspace
• Ability to translate technical concepts into user-friendly guides
• Basic familiarity with IoT systems, hardware/software troubleshooting, or support diagnostics (a plus)

Preferred Skills:

• Previous experience working with a B2B hardware/software product
• Familiarity with Agentic AI, Balena, Linux command line tools, or network diagnostics
• Experience with Agile workflows or roadmapping platforms (e.g., Jira, Productboard)

📊 Web Portfolio & Project Requirements

• Portfolio Essentials: Not applicable for this role.
• Technical Documentation: Demonstrate experience in creating and maintaining technical documentation, product manuals, and customer help articles.

💵 Compensation & Benefits

Salary Range: Competitive base salary (not specified, research required for regional standards).

Benefits:

• Meal tickets - 35 RON per working day
• 2 Wellness hours per month plus a 274 RON gross monthly wellness allowance or the option to swap for a 7Card subscription
• 25 days of paid vacation time in addition to national holidays, plus the option to buy a further 5 days annual leave
• Company part-funded private health insurance and eye care allowance
• Life insurance (3 times base salary)
• Company stock options package
• Eligible for discretionary annual bonus
• Employee Assistance Programme - 24/7 helpline for wellbeing
• Learning and development allowance of 1,730 RON annually
• Hybrid way of working - on-site Wednesdays and Thursdays
• Company provided breakfast & snacks on office days
• Early Finish Fridays - log off at 3 PM if tasks are completed
• Great working environment

🎯 Team & Company Context

Company Culture:

• Industry: Food waste reduction technology
• Company Size: Medium to large (not specified)
• Founded: 2013
• Team Structure: Cross-functional teams, including Customer Support, Engineering, and Product
• Development Methodology: Agile, with a focus on continuous improvement and collaboration

Company Website: Winnow

📈 Career & Growth Analysis

Web Technology Career Level: Mid-level Product Owner, with opportunities for growth into senior roles or management positions.

Reporting Structure: Collaborate with Customer Support, Engineering, and Product teams, with a dotted line to the Head of Customer Success.

Technical Impact: Influence product development and support tooling to reduce support ticket volume and improve customer satisfaction.

Growth Opportunities:

• Develop expertise in support process improvement and knowledge management
• Gain experience in cross-functional collaboration and stakeholder management
• Potential career progression into senior product ownership or management roles

🌐 Work Environment

Office Type: Modern, collaborative workspace with on-site and hybrid work arrangements.

Office Location(s): Cluj-Napoca, Romania

Workspace Context:

• Collaborative work environment with dedicated support, engineering, and product teams
• Access to relevant tools and resources for effective knowledge management and process improvement
• Opportunities for professional development and growth

Work Schedule: Full-time (40 hours/week), with flexible working hours and early finish Fridays.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: Discuss the role, company, and initial fit (30 minutes)
2. Technical Deep Dive: Review support processes, knowledge management, and tooling evaluation (60 minutes)
3. Behavioral & Cultural Fit: Assess problem-solving, communication, and collaboration skills (30 minutes)
4. Final Decision: Review and finalize the hiring decision

Portfolio Review Tips: Not applicable for this role.

Technical Challenge Preparation:

• Familiarize yourself with Winnow's products and support processes
• Prepare examples of process improvement, knowledge management, and tooling evaluation projects
• Practice explaining technical concepts and user-friendly guides

ATS Keywords: Product Owner, Technical Support, Process Improvement, Knowledge Management, Customer Support, Business Analysis, Technical Writing, Support Operations, Customer Experience Enablement, Agile, Zendesk, Confluence, Google Workspace, IoT Systems, Hardware/Software Troubleshooting, Support Diagnostics

🛠 Technology Stack & Web Infrastructure

• Support Tools: Zendesk, Confluence, Google Workspace
• Product & Engineering Tools: Not specified (research required)
• Infrastructure: Not specified (research required)

👥 Team Culture & Values

Web Development Values:

• Equal parts head and heart: Balancing quick solutions with long-term thinking
• Bravely honest: Encouraging healthy debate and challenging customers when necessary
• People of action: Learning by doing and rapidly improving
• Bound by food: Celebrating food and respecting its value
• Hungry and humble: Driven by a mission to reduce food waste and leaving the world better off
• People and planet positive: Committed to minimizing the company's environmental impact

Collaboration Style:

• Cross-functional integration between support, engineering, and product teams
• Healthy debate and open communication
• Knowledge sharing and continuous learning

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Analyzing and improving support processes for a global customer base
• Evaluating and driving adoption of new support tools and technologies
• Maintaining and updating comprehensive documentation for a rapidly evolving product suite

Learning & Development Opportunities:

• Gaining expertise in support process improvement and knowledge management
• Developing skills in cross-functional collaboration and stakeholder management
• Expanding knowledge of Winnow's products, support processes, and technical infrastructure

💡 Interview Preparation

Technical Questions:

• Describe a time when you analyzed and improved a support process. What was the outcome?
• How have you used data to drive support process improvements or tooling evaluations?
• Can you walk us through a technical concept you've translated into user-friendly documentation?

Company & Culture Questions:

• How do you approach balancing quick solutions with long-term thinking in your work?
• Can you give an example of a time when you challenged a customer or team member to drive better results?
• How do you stay up-to-date with industry trends and new technologies in support operations?

Portfolio Presentation Strategy:

• Not applicable for this role.

📌 Application Steps

To apply for this Product Owner - Technical Support position:

1. Submit your application through the application link provided
2. Tailor your resume to highlight relevant experience in product ownership, business analysis, or support operations
3. Prepare for the phone/video screen by researching Winnow's products, mission, and company culture
4. Practice explaining technical concepts and user-friendly guides for the technical deep dive
5. Review and prepare for behavioral and cultural fit questions
6. Follow up after the interview process to express your interest and reiterate your qualifications

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.