Job Description

Your responsibilities

• Directly report to Engineering Lead in Switzerland and Business Operations Lead in Vietnam
• Collaborate closely with Engineering, Product, and Customer Success teams to align on support quality, incident management, and customer experience goals
• Define and lead the Customer Support strategy across all engineering teams, ensuring best practices are consistently implemented
• Lead and oversee the end-to-end L2 Application Support function (24/7 coverage), ensuring high availability, stability, and proactive risk mitigation across all platforms through cross-functional collaboration
• Act as Incident Manager for critical incidents (P0/P1), leading crisis response, stakeholder coordination, and post-mortem analysis with a strong customer-first mindset
• Drive continuous improvement in support processes (SOPs), knowledge management, and tooling
• Define, monitor, and report on support KPIs and SLAs, providing actionable insights to leadership and improving overall performance
• Lead, mentor, and develop a global team of 20 support engineers, fostering a high-performance culture
• Establish structured training programs and learning paths to enhance both technical expertise and soft skills within the team
• Promote a culture of ownership, accountability, and operational excellence within the support organization

Your qualifications

• Bachelor’s degree in Computer Science, Telecommunication or related
• Proven experience of 10+ years in the IT field, including 5+ years in Technical Support leadership roles, ideally within a large engineering team
• Ability to translate technical findings into clear business impact, enabling effective communication with non-technical stakeholders
• Strong problem-solving skills, with ability to collaborate with technical teams to investigate and resolve complex incidents
• Strong experience in SLA management, support metrics, and KPI-driven performance improvement
• Experience with ITSM tools (e.g., Zendesk, Salesforce, ServiceNow)
• Familiarity with ITIL or similar Incident/Problem Management frameworks
• Excellent communication and stakeholder management skills, with professional English proficiency
• Good knowledge of call center operations and support quality frameworks

Nice to have

• Good knowledge of SRE (Site Reliability Engineering) concepts, automation practices, modern monitoring tools, or AI-driven support
• Experience supporting large-scale, high-traffic systems or live events
• Familiarity with Agile, SAFe, or hybrid delivery methodologies
• Knowing French is a strong plus