[8VE] Application Support Manager
Core
Lead a team of Technical Support Engineers to manage high-performing operations for complex enterprise applications and cloud-based customer environments.
Role type
Senior IC Application Support Manager
Builds
Operational stability and customer satisfaction for enterprise SaaS and cloud-based tax/ERP solutions
Domain
Enterprise software, Cloud operations, Tax technology, ERP integrations
Deliverable
client delivery
Required skills
People leadership, SLA management, Incident response, Queue management, Operational reporting, Cross-functional collaboration, Process optimization, Team coaching, Stakeholder management, English (C1)
Preferred skills
ERP ecosystem familiarity (SAP, Oracle), ITIL/KCS/SAFe methodologies, AI-driven support operations, Cloud platform experience (AWS, Azure, OCI)
Technologies
Salesforce, Jira, Confluence, REST/SOAP APIs, XML/JSON, SQL, HTTP/HTTPS
Responsibilities
Lead and develop a team of Technical Support Engineers, Oversee daily support operations to ensure service levels, Manage escalations and incident workflows, Collaborate with Engineering and Product teams to resolve complex issues, Monitor support metrics and KPIs, Drive continuous improvement initiatives
Seniority
Senior, hands-on IC with leadership responsibilities
