Application Support Engineering Manager

We are looking for a Senior Application Support Engineering Manager to lead and grow our ASE team. Responsible for handling customer issues across our core operational systems — GPM Stack, Jira, and Smartsheet — and delivering small-scale automations that unblock teams across the company. Tomorrow, the team will expand in size and scope, covering additional platforms, domains, and operational dimensions. This is a senior, hands-on role. You are not just a manager — you are a technical leader who can read an architecture diagram, spot when a system is built wrong, challenge engineering decisions with substance, and jump in to build MVPs side-by-side with your team. You will be the escalation point, the process owner, the people manager, and the technical authority for support-side engineering. You will know when to act, when to delegate, and when to escalate — and you will keep a calm, structured posture under pressure.

Responsibilities:

• Understand system architectures across GPM Stack, Jira, Smartsheet, and adjacent tools deeply enough to identify flawed designs, anti-patterns, and technical debt that cause recurring incidents
• Push back on bad architecture with evidence; partner with engineering to drive structural fixes, not just patches
• Be hands-on: build MVPs, prototypes, and automations alongside the team — you code, you review, you ship
• Set the technical bar for the ASE team and raise it as the team grows
• Lead, coach, and develop a team of Application Support Engineers
• Grow the team into new dimensions and domains as the scope expands
• Set clear expectations, performance standards, and career development paths
• Run 1:1s, team rituals, on-call rotations, and shift coverage
• Hire, onboard, and retain strong engineers; manage underperformance decisively
• Own the end-to-end customer support experience across GPM Stack, Jira, and Smartsheet
• Ensure SLAs, response times, and resolution quality are consistently met
• Triage, prioritize, and route incoming issues; personally handle critical escalations
• Decide when to act vs. when to escalate — to engineering, product, or leadership
• Drive root-cause analysis and close the loop with product and engineering teams
• Oversee and contribute to the ASE team's automation work supporting other teams across the company
• Identify recurring issues and convert them into automation, documentation, or product fixes
• Maintain and evolve runbooks, knowledge bases, and internal support documentation
• Reduce ticket volume through proactive improvements, not just reactive firefighting
• Produce clear, regular reports on ticket volume, SLA performance, root causes, and team health
• Communicate confidently with engineering, product, operations, and executive stakeholders
• Represent the voice of the customer internally and the voice of engineering externally
• Partner with product and engineering leads to influence roadmap based on support signals.

Requirements:

• ü 4+ years in application/technical support or software engineering, with at least 3 years managing a technical team
• Strong engineering background — able to read code, review PRs, assess architecture, and build MVPs hands-on
• Demonstrated ability to identify architectural problems (coupling, scalability, data model, integration design) and articulate the fix
• Proven experience supporting SaaS or enterprise platforms in production environments
• Hands-on familiarity with Jira (administration, workflows, reporting, APIs) and Smartsheet
• Comfort with APIs, logs, SQL, and scripting (Python / JavaScript / similar) for diagnosis and automation
• Strong incident management instincts — knows when to act, when to escalate, when to communicate
• Proven ability to work cross-functionally with engineering, product, and business teams
• Excellent written and verbal English — this role communicates constantly with internal and external stakeholders
• Calm, proactive, and resilient in a high-pressure, fast-moving environment
• Strong people skills: empathetic with customers, direct with peers, developmental with reports
• Experience scaling a team — hiring, structuring, and expanding scope over time

Nice to Have

• Experience supporting infrastructure, telecom, field services, or ERP-style platforms
• Familiarity with GPM or similar geolocation / project management platforms
• Experience with support tooling (Zendesk, Freshdesk, Intercom, ServiceNow, etc.)
• Experience defining and reporting on support KPIs (CSAT, MTTR, SLA, backlog health)
• Exposure to cloud infrastructure (AWS / Azure / GCP), observability stacks, and CI/CD
• ITIL or similar service management exposure

Benefits:

• Competitive salary package
• Being part of an international, dynamic work environment
• Paid time off (PTO) such as sick days and vacation days.

 Work schedule: Monday – Friday from 15:00 till 23:00