Application Support Manager

This is a fully remote position, open to applicants in Costa Rica.

📋 Description

• Lead and cultivate a team of Technical Support Engineers with varying levels of experience.

• Enhance team performance through coaching, mentoring, career development, and consistent performance evaluations.

• Supervise daily support operations to ensure that service levels, response times, and customer satisfaction objectives are met.

• Handle escalations, incident workflows, and manage workload distribution within the team.

• Collaborate with Engineering, Product, Customer Success, and Operations teams to address complex customer challenges.

• Analyze support metrics, dashboards, and operational KPIs to detect trends and opportunities for improvement.

• Conduct reviews of escalations, cases, and post-incident analyses to enhance operational efficiency.

• Initiate continuous improvement projects aimed at boosting operational efficiency, automation, and enhancing customer experience.

⛳️ Requirements

• Over 5 years of experience in technical support, application support, enterprise software operations, or similar fields.

• More than 2 years of experience in leading or managing technical support or engineering teams.

• In-depth understanding of enterprise support operations, including SLA management, escalation management, incident response, queue management, customer satisfaction metrics, and operational reporting.

• Experience with enterprise SaaS platforms and cloud-based application environments.

• Familiarity with enterprise ecosystems such as SAP, Oracle, APIs, and cloud integrations.

• Practical knowledge of REST/SOAP APIs, XML/JSON, SQL and enterprise databases, HTTP/HTTPS, integration workflows, and concepts related to cloud-native applications.

• Excellent communication and stakeholder management abilities.

🏝️ Benefits

• Paid time off

• Flexible work arrangements

• Professional development