Senior Application Support Engineering Manager

Key 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

Skills, Knowledge & Expertise

• 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.

Job Benefits

• Opportunity to work in a dynamic and collaborative team.
• Involvement in shaping the company’s talent acquisition strategy.
• Professional growth and learning opportunities.
• Competitive salary.

• Monday - Friday from 15:00 till 23:00