Application Support Manager

Responsibilities

• Lead and develop a team of Technical Support Engineers across multiple experience levels
• Drive team performance through coaching, mentoring, and career development
• Oversee daily support operations to ensure service levels and customer satisfaction goals are achieved
• Manage escalations, incident workflows, and workload balancing
• Collaborate with Engineering, Product, Customer Success, and Operations teams
• Monitor support metrics, dashboards, and operational KPIs
• Conduct escalation reviews and post-incident analysis
• Support hiring, onboarding, and ramp-up activities
• Drive continuous improvement initiatives focused on automation and efficiency

Requirements

• 5+ years of experience in technical support or enterprise software operations
• 2+ years of experience leading or managing technical support or engineering teams
• Strong understanding of SLA management, escalation management, and incident response
• Experience with enterprise SaaS platforms and cloud-based environments
• Familiarity with SAP, Oracle, APIs, and cloud integrations
• Working understanding of REST/SOAP APIs, XML/JSON, SQL, and HTTP/HTTPS
• Proficiency with Salesforce, Jira, and Confluence
• English proficiency (C1 level or higher)

Preferred Qualifications

• Experience with ERP ecosystems like SAP S/4HANA or Oracle ERP Cloud
• Knowledge of KCS, ITIL, or HDI best practices
• Exposure to Agile/SAFe methodologies
• Familiarity with AWS, Azure, or OCI
• Experience with AI-driven support operations or automation tools

About the Company

Software Mind is a multicultural company of engineers dedicated to helping top-notch companies scale their projects through high-quality technical expertise and a Great Place To Work certified environment.