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 Enterprise Support Engineering 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.

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