Application Support Manager

About the role

Software Mind is seeking an experienced Application Support Manager to lead a high‑performing technical support team for a global enterprise software client. The role combines people leadership, operational excellence, and deep technical knowledge of enterprise SaaS, cloud platforms, and ERP integrations.

Key responsibilities

• Lead and develop a team of Technical Support Engineers across multiple experience levels.
• Drive customer satisfaction, SLA compliance, incident response, and queue management.
• Collaborate with Engineering, Product, Customer Success, and Cloud Operations to deliver world‑class support.
• Implement continuous improvement initiatives, process optimization, and operational reporting.
• Manage escalation procedures and ensure effective cross‑functional communication.

Required profile

• 5+ years in technical/application support or enterprise software operations.
• 2+ years of experience leading or managing technical support/engineering teams.
• Proven ability to coach, mentor, and develop customer‑facing professionals.
• Strong understanding of SLA, escalation, incident response, and support metrics.
• Experience with enterprise SaaS platforms and cloud‑based applications.
• Excellent English communication (C1 level or higher).

Required skills

• SAP and Oracle ecosystem knowledge.
• REST/SOAP APIs, XML, JSON.
• SQL and enterprise database concepts.
• HTTP/HTTPS, integration workflows, cloud‑native application concepts.
• Salesforce, Jira, Confluence, dashboards, and support analytics tools.