Role Description As a Senior Customer Support Manager at ClearOps, you will play a key role in delivering exceptional support experiences to our customers worldwide. You will act as a trusted technical expert, owning complex support cases, improving internal processes, and helping shape the future of our customer support organization. You thrive in dynamic startup environments, enjoy solving technical problems, and care deeply about creating a best-in-class customer experience. Key Responsibilities - Take ownership of complex customer inquiries and technical support cases - Provide high-quality support across multiple communication channels - Troubleshoot technical issues and collaborate closely with Product and Engineering teams - Identify recurring customer pain points and proactively suggest improvements - Support the optimization of support processes, workflows, and documentation - Contribute to the expansion and maintenance of the internal and external knowledge base - Analyze support trends and customer feedback to improve product experience - Act as a sparring partner for junior support colleagues and share best practices - Ensure fast, reliable, and customer-centric communication Qualifications - 4+ years of experience in technical customer support, customer operations, or a similar SaaS environment - Strong technical mindset with the ability to understand complex systems and workflows - Excellent communication skills in English (C1 level) - Strong problem-solving and organizational skills - Experience working with support and ticketing systems such as Zendesk, Jira, or Salesforce - Ability to work independently and manage priorities in a fast-paced startup environment - Customer-first mentality with a proactive and solution-oriented mindset - Experience with SaaS products, APIs, SQL, or databases is a strong plus - Familiarity with supply chain, aftersales, or manufacturing environments is beneficial Benefits - Flat hierarchies and experienced leaders provide an ideal environment for you to grow and advance your career alongside the company. - Play a key role in shaping our customer support structure and processes as we continue to scale internationally. - Regular 1:1s with your manager and structured quarterly feedback sessions foster transparent communication. - Joint team events, such as Culture Week. - Combine vacation and work and work from wherever you want. Company Description At ClearOps, we keep the world of machinery moving by transforming the entire service supply chain of machine manufacturers into a seamless data ecosystem. Our platform connects manufacturers, dealers, and machines to predict the demand for parts and services in ways never seen before, ensuring that machinery never stops working. As a young, ambitious team of 50+ experts spread across Munich, Lisbon, San José, and Atlanta, we're passionate about personal growth and professional impact.

• Provide daily onsite support for C-Suite executives, VIP users, and office staff, ensuring fast, professional, and customer-focused resolution of issues. • Deliver hands-on Windows and macOS support, including OS troubleshooting, hardware issues, performance problems, and peripheral setups. • Manage and support endpoint devices through Intune (Windows/iOS/Android) and JAMF (macOS), including enrollment, compliance, and policy troubleshooting. • Perform laptop imaging, rebuilds, and refreshes using SCCM and PXE-based workflows. • Support Exchange Online and Microsoft 365 applications, including Outlook client issues, mailbox access, and user configuration needs. • Provide iOS and Android device support, including MDM enrollment, email setup, and basic app support. • Handle general end-user support tasks, including password resets, account lockouts, onboarding/offboarding activities, and profile-related issues. • Troubleshoot and support printers and scanners, including connectivity, driver issues, and device configuration. • Document all work in ServiceNow, follow established KBAs/SOPs, and coordinate escalations with backend teams while owning communication and follow-through. • Provides after-hours on-call support to VIP escalations. • Participates in a rotating holiday on-call coverage schedule.

• Troubleshoot and resolve technical issues for Aerospike customers across diverse environments (cloud, hybrid, on-prem). • Collaborate cross-functionally with Engineering to drive resolution of complex problems and contribute to product improvement. • Participate in real-time customer remediation efforts and live incident resolution. • Act as a customer advocate to ensure timely and accurate issue resolution. • Support enterprise customers with mission-critical systems and real-time data use cases. • Assist with new deployments, configuration guidance, and performance tuning. • Write and maintain high-quality documentation and Knowledge Base articles to scale support capabilities. • Contribute to a collaborative, agile, and globally distributed support team.

• Perform preventative, scheduled maintenance and/or corrective maintenance activities in accordance with the maintenance schedule, manuals and contract • Actively participate in the ongoing continuous improvement activities for both maintenance and procedures • Conduct planned maintenance tasks in accordance with the operating instructions • Attend and participate in meetings with the customer where necessary to obtain sign off for work carried out on the customer's equipment • Undertake fault finding and repair when required using appropriate technical information (e.g. Technical drawings and fault finding guides) • Completion of relevant documentation for all work carried out • Proactive involvement in the Company’s HSQE management processes • Maintain cleanliness of the SGB onsite facilities • Attend local and factory training courses when necessary to ensure skills remain current • Participate in 24/7 shift working including callout when required