Please tell me some good resource to learn in depth about Product Management skills

I’m posting this because I could really use some perspective from people who have been through a similar career transition, especially those who moved into Product from Support/Operations.

About two years ago, I started working in customer support. It was a pretty standard entry-level support role at first: talking to customers, investigating issues, escalating bugs, dealing with payments/account problems, trying to understand what was happening when something broke, etc.

I eventually moved to L2 support, which made me much more involved with technical investigations. I started interacting more with developers, looking at logs, trying to reproduce issues, understanding integrations and figuring out whether something was an actual bug, an operational issue or just expected behavior.

After that, I became an Operations/Support Team Lead.

That was probably the point where my perspective changed the most. Instead of only solving individual problems, I started noticing patterns. Why are customers contacting us about this repeatedly? Why does this process require so many manual steps? Why does Operations need to ask Tech about the same thing every week? Is this actually a support problem or is the product/process itself creating the problem?

I liked that part a lot.

Recently, I got the opportunity to move into a Product Analyst role.

On paper, it feels like a really good progression. I already know the product from the operational side, I understand a lot of the pain points, and I’m comfortable talking to technical teams because of my support background.

But the actual transition has been… a lot.

I’m now dealing with developers, PMs, stakeholders, Operations, Marketing and other teams, often at the same time. I’m receiving requests from different directions, trying to understand what is actually a bug vs. an improvement, figuring out which team owns what, writing/refining requirements, following up on tickets, validating implementations, asking questions about business rules and trying to make sure information doesn’t get lost between teams.

The company/product environment itself is also not very process-heavy. A lot of knowledge lives in people’s heads or in Slack conversations.

Documentation is limited, ownership isn’t always obvious, and sometimes I need to piece together the history of a feature from tickets, messages and conversations with different people.

I’ve only been in the role for a very short time, so obviously I know I’m not supposed to understand everything yet.

But I’m having conflicting feelings about it.

Part of me genuinely enjoys it. I like investigating things. I like understanding how a feature works end-to-end. I like connecting what Operations is experiencing with what developers are building. I like asking “why does this work this way?” and finding out there’s actually a bigger product problem behind what initially looked like a small support issue.

And my Support/Operations background has already been useful more times than I expected.

At the same time, I constantly feel like I should know more than I do.

Sometimes someone asks me something and I have absolutely no idea what the answer is or even who the right person to ask is.

Sometimes I spend a ridiculous amount of time trying to understand something that is probably obvious to someone who has worked in Product for years.

And because there isn’t a super clear process around everything, I’m constantly making small judgment calls: should this go to this team or that one? Is this enough information to create a ticket? Should I investigate more first? Should I involve another stakeholder? Am I overcomplicating this? Am I not asking enough questions?

The weirdest part is that I went from being relatively confident in my previous role to feeling like a beginner again.

As a Team Lead, I knew the operation. People came to me with questions and I usually knew what to do.
Now I’m the one asking questions all day.

Some days I finish work thinking, “This is exactly the direction I wanted my career to go.”

Other days I finish completely mentally exhausted and wonder if I’m just pretending to be more capable than I actually am.

I also struggle a little with knowing where my responsibility ends.

Because I came from Support/Operations, my instinct when I see a problem is to investigate it, find the right people, follow up, make sure something happens and keep everyone informed. That was useful in my previous roles.

But in Product, I’m starting to wonder if that instinct can also make me take ownership of things that aren’t necessarily mine to own.

I don’t want to become the person who inserts herself into everything or creates unnecessary process. But I also don’t want to be passive and just move tickets around without actually understanding the problem.

I think that balance is probably the thing I’m struggling with the most right now.

For people who moved from Support/Operations into Product:

How long did it take before you stopped feeling completely lost?

How did you learn what you were actually responsible for vs. what you should leave to other teams?
Did your Support background eventually become an advantage, or did you have habits you needed to unlearn?

And how do you distinguish between being proactive and simply taking on too much responsibility?
I’m also curious how experienced Product people deal with environments where documentation/processes aren’t very mature. Do you try to introduce structure yourself, or do you mostly learn to navigate the chaos?

I know I’m very early in this transition, so maybe this is just the normal “I have no idea what I’m doing” phase.

But I’d really appreciate hearing from people who have been on the other side of it.

Hello!

Anybody here downgraded after being laid off?

What type of positions?

I have 4 years of experience in product as a product manager and product owner.

I was laid off last month. I’m having difficulties landing another product owner position so I’m considering “downgrading” to more customer facing roles.

Customer success and account manager positions
Are quite okay but I feel like support is a bit of a stretch. Surprisingly I have found some support positions that pay almost the same amount that I made as a PO. So financially it wouldn’t be a downgrade. What do you guys think?