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Software House focused on results since 1999
Application Support Manager
Location
Costa Rica
Posted
17 days ago
Salary
0
Seniority
Senior
Job Description
Application Support Manager
Software Mind
• 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. • Drive continuous improvement initiatives focused on operational efficiency, automation, and customer experience.
Job Requirements
- 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.
- Strong understanding of enterprise support operations including SLA management, escalation management, incident response, queue management, customer satisfaction metrics and operational reporting.
- 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.
- Strong communication and stakeholder management skills.
Benefits
- Paid time off
- Flexible work arrangements
- Professional development
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