[8VE] Application Support Manager

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 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.

Nice to have

• Experience managing support teams in enterprise SaaS or cloud software environments.
• Familiarity with ERP ecosystems including SAP ECC S/4HANA SAP BTP Oracle ERP Cloud EBS PeopleSoft JD Edwards or NetSuite.
• Experience with KCS ITIL HDI or support center best practices.
• Exposure to Agile/SAFe methodologies and cross-functional delivery models.
• Experience with AI-driven support operations Copilot tools or support automation initiatives.
• Familiarity with cloud platforms such as AWS Azure OCI or SAP BTP.
• Experience supporting highly technical engineering or enterprise integration teams.
• Knowledge of enterprise production operations and incident management processes.

What you will do

• 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.

#LI-DNI

Remote Work :

Yes

Employment Type :

Full-time