Application Support Manager

🕒 July 1

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Software Mind

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1999

🤖 Artificial Intelligence

☁️ SaaS

📡 Telecommunications

💰 Private Equity Round on 2020-12

Artificial Intelligence • SaaS • Telecommunications

Software Mind is a technology company that specializes in software development and digital transformation services. With a focus on AI and cloud solutions, the company offers a wide range of services including custom software development, mobile app development, and cloud consulting. Software Mind serves various industries such as financial services, telecom, biotech, and media, providing tailored solutions to accelerate digital transformations and business growth globally.

📋 Description

• Lead and develop a team of Technical Support Engineers across multiple experience levels. • Drive team performance through coaching, mentoring, career development, and regular performance management. • Oversee daily support operations to ensure service levels, response times, and customer satisfaction goals are achieved. • Manage escalations, incident workflows, and workload balancing across the team. • Collaborate with Engineering, Product, Customer Success, and Operations teams to resolve complex customer issues. • Monitor support metrics, dashboards, and operational KPIs to identify trends and improvement opportunities. • Conduct escalation reviews, case reviews, and post-incident analysis to improve operational effectiveness. • Support hiring, onboarding, and ramp-up activities for new team members. • Drive continuous improvement initiatives focused on operational efficiency, automation, and customer experience. • Contribute to strategic support initiatives including AI-assisted operations, process optimization, and support readiness for new product releases. • Promote strong documentation and knowledge-sharing practices across the organization. • Participate in leadership discussions, cross-functional planning sessions, and customer-facing operational reviews. • Foster a collaborative, customer-focused, and high-performance team culture.

🎯 Requirements

• 5+ years of experience in technical support, application support, enterprise software operations, or related environments. • 2+ years of experience leading or managing technical support or engineering teams. • Proven ability to coach, mentor, and develop technical professionals in customer-facing environments. • Strong understanding of enterprise support operations including SLA management, escalation management, incident response, queue management, customer satisfaction metrics and operational reporting, among others. • Experience working with enterprise SaaS platforms and cloud-based application environments. • Familiarity with enterprise ecosystems such as SAP, Oracle, APIs, and cloud integrations. • Working understanding of REST/SOAP APIs, XML/JSON, SQL and enterprise databases, HTTP/HTTPS, integration workflows and cloud-native application concepts. • Experience using tools such as Salesforce, Jira, Confluence, dashboards, and support analytics platforms. • Strong communication and stakeholder management skills with the ability to engage effectively across technical teams, leadership, and customers. • Demonstrated ability to drive operational improvements, process optimization, and cross-functional initiatives. • English proficiency (C1 level or higher), both written and spoken.

🏖️ Benefits

• Excellent work environment certified by Great Place To Work