Software Mind
Information Technology And Services
ApplicationSupportManager
Neural analysis suggests this role is
optimal for mid candidates.
“Application Support Manager at Software Mind. Skills: Application support management, Team leadership, Operational excellence, Enterprise software ecosystems. Lead technical support engineers. Develop technical support engineers”
What You'll Achieve.
Achieve service levels; Achieve response times; Achieve customer satisfaction goals; Improve operational effectiveness; Improve operational efficiency; Improve customer experience
Industry & Context.
Incident management; Root cause analysis
What They're Looking For.
Must Have
5+ years technical support, 2+ years leading teams, Coach technical professionals, SLA management, Escalation management, Incident response, Queue management, Customer satisfaction metrics, Operational reporting, Enterprise SaaS platforms, Cloud-based application environments, SAP, Oracle, APIs, Cloud integrations, REST/SOAP APIs, XML/JSON, SQL, Enterprise databases, HTTP/HTTPS, Integration workflows, Cloud-native application concepts, Salesforce, Jira, Confluence, Dashboards, Support analytics platforms, Stakeholder management, Drive operational improvements, Process optimization, Cross-functional initiatives, English proficiency C1
Nice to Have
Managing support teams SaaS, Managing support teams cloud software, SAP ECC, S/4HANA, SAP BTP, Oracle ERP Cloud, EBS, PeopleSoft, JD Edwards, NetSuite, KCS, ITIL, HDI, Support center best practices, Agile methodologies, SAFe methodologies, Cross-functional delivery models, AI-driven support operations, Copilot tools, Support automation initiatives, AWS, Azure, OCI, SAP BTP, Supporting engineering teams, Supporting integration teams, Enterprise production operations, Incident management processes
What You'll Do.
Lead technical support engineers
Develop technical support engineers
Drive team performance
Manage career development
Oversee daily support operations
Ensure service levels
Ensure response times
Achieve customer satisfaction goals
Manage incident workflows
Collaborate with Engineering
Collaborate with Product
Collaborate with Customer Success
Collaborate with Operations
Resolve customer issues
Monitor support metrics
Monitor operational KPIs
Identify improvement opportunities
Conduct escalation reviews
Conduct post-incident analysis
Improve operational effectiveness
Support ramp-up activities
Drive continuous improvement
Focus on operational efficiency
Focus on customer experience
Contribute to strategic initiatives
Support AI-assisted operations
Support process optimization
Support product releases
Promote documentation
Promote knowledge-sharing
Participate in leadership discussions
Participate in planning sessions
Participate in operational reviews
How You'll Work.
Team & Collaboration
Engineering teams; Product teams; Customer Success teams; Cloud Operations teams; Technical teams; Leadership; Customers
Communication Scope
Stakeholder management; Customer-facing
Process & Methodology
Agile, SAFe
Full Job Description
We are Software Mind, an awesome team of engineers who are ready to ramp up any top-notch company’s projects! Our aim? To always be one step ahead. Become part of a multicultural company in constant growth with an excellent work environment certified by Great Place To Work! We are currently looking for an experienced Application Support Manager to join our dynamic team and collaborate with a global enterprise software client specializing in cloud-based tax technology and large-scale ERP integrations. This is a leadership role focused on managing high-performing teams responsible for supporting complex enterprise applications and cloud-based customer environments. The ideal candidate combines strong people leadership, operational excellence, and technical understanding of enterprise software ecosystems including SAP, Oracle, APIs, cloud platforms, and SaaS operations. You will lead a team of Technical Support Engineers across multiple experience levels, driving customer satisfaction, operational performance, incident management, and continuous improvement initiatives. You will work closely with Engineering, Product, Customer Success, and Cloud Operations teams to ensure world-class support delivery for enterprise customers. This role is ideal for leaders who thrive in fast-paced SaaS environments and enjoy building strong technical teams, improving support operations, and driving cross-functional collaboration at scale. ## Qualifications Expectations - the experience you need * 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 ans operation
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