Senior Product Owner

ABOUT TRIBUTE TECHNOLOGY:

At Tribute Technology, we make end-of-life celebrations memorable, meaningful, and effortless through thoughtful and innovative technology solutions. Our mission is to help communities around the world celebrate life and pay tribute to those we love. Our comprehensive platform brings together software and technology to provide a fully integrated experience for all users, whether that is a family, a funeral home, or an online publisher. We are the market leader in the US and Canada, with global expansion plans and a growing international team of more than 400 individuals in the US, Canada, Philippines, Ukraine and India.

ABOUT YOU:

The Senior Product Owner, Support Engineering is a high-visibility role that sits with the centralized Support Engineering organization and reports to the Head of Support Engineering. You will own cross-product intake, triage, prioritization facilitation, and routing for customer-impacting issues and requests. You will partner closely with Support, Customer Success, Product, Engineering, QA, and business stakeholders to ensure the right work goes to the right team, with clear definitions, strong prioritization discipline, and consistent communication. This role often requires working hours aligned to US time zones (for example, starting later in India hours).

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Co-own and execute product roadmap with the Product Director.
• Own intake and conversion of requests into actionable work items, gathering inputs from Support, Customer Success, escalation managers, and Sales leadership (direct customer input when needed).
• Run a two-tier triage model:
• Operational triage with Support Engineering and QA/Engineering leads for day-to-day intake, clarification, and routing.
• Leadership triage for high-impact items, escalations, and tradeoff decisions across Support, Product, Engineering, and business leaders.
• Classify work into categories such as defects/bugs, future enhancements, configuration, documentation gaps, data fixes, performance, security, integration issues, and operational tooling requests.
• Assess and document severity and priority using consistent criteria (customer impact and breadth, revenue or contractual risk, regulatory risk, data integrity, workaround availability, urgency).
• Drive prioritization discussions using structured frameworks (severity matrix, WSJF, RICE, risk-based prioritization) and capture decisions and rationale.
• Route work to the right resolution path (Support Engineering, hotfix lane, or product area backlog) and ensure correct product-area ownership.
• Provide recommended target timelines and escalation paths, while ensuring delivery commitments remain with the owning engineering team.
• Protect sprint integrity by ensuring only Sev1/Sev2 production issues or contractual/regulatory risks interrupt an in-flight sprint, and that other work is queued into planning.
• Provide crisp, structured updates and diplomatically manage expectations across customers, stakeholders, and internal teams, including communicating not now or no when required.
• Identify recurring themes and partner with Engineering and QA on prevention, observability, and long-term stability improvements.
  
  

QUALIFICATIONS:

• Bachelor's degree in Computer Science, Engineering, Business, or equivalent experience.
• 5+ years of experience as a Product Owner, Technical Product Owner, Business Analyst, or similar role in B2B SaaS.
• Experience working in Agile delivery environments and using tools such as Jira.
• Demonstrated experience partnering with engineering, QA, and customer-facing teams in escalation-driven contexts.
  
  

KNOWLEDGE, SKILLS, AND ABILITIES:

• Proven ability to define, communicate, and execute an end-to-end product vision.
• Strong prioritization and facilitation skills, with ability to manage competing stakeholder needs.
• Excellent written and verbal communication, including comfort working with senior leaders.
• Functional fluency to validate behavior, reproduce issues, and define acceptance criteria.
• Technical fluency with logs, configurations, environments, APIs, data flows, integrations, and release mechanics.
• Strong judgment under pressure, with the ability to assess risk, tradeoffs, and business impact while maintaining trust across teams.
  
  

BENEFITS:

• Competitive salary
• Fully remote across India
• An outstanding collaborative work environment
  
  

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.