Job Description

About us

3Shape develops 3D scanners and software solutions that enable dental and hearing professionals to treat more people, more effectively. Our products are market leading innovative solutions that make a real difference in the lives of both patients and dental professionals around the world.

3Shape is headquartered in Copenhagen, with development teams in Denmark, Ukraine, North Macedonia and with a production site in Poland.

We are a global company with presence in Europe, Asia and the Americas. Founded in a year 2000, today, we provide services to customers in over 130 countries. Our growing talent pool of over 2200 employees spans 50 nationalities.

3Shape as an employer is committed to Ukraine. Our UA office was founded in 2006, and we are continuing to grow, hire and take care of our employees even during the war in Ukraine. Among other actions, we support our contractors who are called to the military service, as well as care about our colleagues’ mental health by implementing different activities.

About the role

We are looking for a Global Support Manager, Tier 3 to build and lead our global Tier 3 Support capability.

Our Tier 3 specialists are located across multiple countries and sites, supporting regional Support teams with our most complex customer and product issues. Your role is to bring them together as one global team, ensuring expertise and capacity are used where they create the most value, regardless of geography.

You will lead the team and define how global Tier 3 Support operates: how requests are prioritized, resources are allocated, complex cases are solved, and issues are escalated to teams such as R&D. Sitting at the center of complex Support situations, the role requires strong stakeholder management to ensure smooth collaboration and strong relationships with key functions such as R&D, PPS and IT.

You will a matrix reporting line, with the Head of Support & Operations as your functional manager and the local Site Manager or Support Director as your people manager.

Your key responsibilities:

Build and lead one global 3rd Line team

• Lead specialists across different sites, countries and cultures.
• Build a motivated, collaborative global team aligned with our Support Promises and Service Mindset.
• Ensure expertise and resources are shared effectively across regional Support teams.

Create an effective global operating model

• Establish a clear and transparent system for receiving and prioritizing requests.
• Allocate resources based on urgency, complexity, customer impact and capacity.
• Create transparency on priorities, ownership, expected handling times and progress.
• Continuously improve workflows and shorten resolution time.

Drive technical excellence and knowledge

• Build deep product and troubleshooting expertise through structured training and knowledge sharing.
• Guide the team to solve complex cases in the most effective way.
• Capture and share learnings so more issues can be resolved earlier by 1st and 2nd Line Support.

Strengthen escalation and stakeholder management

• Build strong relationships with regional Support teams, PPS, R&D and other key stakeholders.
• Ensure cross-functional escalations have clear ownership, expectations and follow-up.
• Represent Support and customer impact when priorities need to be aligned across teams.

Share knowledge and contribute to insights

• Work closely with Product & Customer Insights, Product and R&D to share learnings from complex cases.
• Turn technical information and recurring issues into clear, actionable input.
• Help identify product issues, customer pain points and improvement opportunities.

Drive efficiency through AI and technology

• Identify and implement opportunities to use AI, automation and other tools to improve troubleshooting, knowledge sharing and case handling.
• Help the team adopt new ways of working and continuously improve efficiency.

What we are looking for:

You are an experienced people leader who combines technical understanding, operational discipline and strong stakeholder management. You are comfortable leading people across cultures and locations and can create a strong sense of one global team.

You are curious about complex problems and look beyond solving the individual case: Why did it happen? How can we prevent it? And how can we enable others to solve it next time?

We expect you to bring:

• Strong people leadership experience, ideally in technical support, service, engineering or a similar environment.
• Experience leading distributed and multicultural teams.
• 2+ years of experience working in Tier 3 and a strong understanding of complex technical support and escalation environments.
• Ability to build effective processes for prioritization and resource allocation.
• Strong stakeholder management across Support, Product, R&D and other functions.
• Ability to turn complex technical and customer information into clear, actionable communication.
• Curiosity and practical experience with AI, automation or other technologies that can improve Support effectiveness.

What success looks like

• Our regional Support teams and R&D experience Tier 3 Support as one reliable global partner: with clear priorities, ownership and expectations.
• Our Tier 3 specialists operate as one strong global team with deep expertise and a customer-first culture. Their knowledge helps the wider organization resolve issues faster, strengthen Tier 1 and Tier 2 capabilities, and turn complex customer cases into better products and customer experiences.

Being the part of us means:

• Meaningful work that helps to change the future of dentistry
• Work in a unique professional, friendly and supportive environment
• Constant professional growth and development
• A healthy work-life balance
• Comprehensive benefits incl. 24 working days of annual vacation; medical insurance; paid sick leaves and child sick leaves; maternity and paternity leaves etc
• Breakfasts and lunches in the office
• Good working conditions in a comfortable office in UNIT.City
• A parking lot with free spaces for employees
• Occasional business trips to Western Europe
• Opportunity to become a part of the success that 3Shape has created over the past 25 years.

We will be glad to welcome you to our team!

For more information, visit our website: www.3shape.com and follow us on Instagram: https://www.instagram.com/3shape_ukraine/

You can contact our Talent Acquisition team via email: recruit-ua@3shape.com.