Senior Technical Support Manager
19 hours ago
We are seeking a technical support leader to manage our incident response team and oversee all support operations.
This leadership role involves building, coaching, and directing a team of technical support engineers while establishing best practices for incident response and management.
You will develop strategies for handling event-driven architecture, implement effective incident management workflows, and collaborate with leadership to ensure operational excellence.
Key Responsibilities- Lead a team of technical support engineers providing coverage from 9 AM to 6 PM CET, including weekends.
- Establish and enforce incident response protocols and escalation procedures.
- Oversee critical incident management and handle high-severity issues personally when needed.
- Define and implement root cause analysis methodologies and follow-up processes.
- Lead strategic initiatives to improve system reliability and reduce incident frequency.
- Collaborate with development, operations, and product teams to enhance service quality.
- Design and optimize support tooling and automation to increase team efficiency.
- Report on key metrics and trends to management, providing insights and recommendations.
- Cultivate a culture of knowledge sharing and continuous improvement.
- Manage on-call schedules and ensure appropriate coverage for all support hours.
- 5+ years of experience in Java development and technical support.
- 5+ years of experience as a Support Engineer in on-call teams.
- Proven ability to build and lead high-performing technical teams.
- Deep understanding of event-driven architecture and distributed systems.
- Expertise in incident response frameworks and root cause analysis methodologies.
- Strong experience working with RESTful APIs in production environments.
- Experience establishing support processes and incident management workflows.
- Strong prioritization and decision-making skills, especially during critical incidents.
- Excellent communication abilities across technical and non-technical stakeholders.
- Advanced level of English.
- Experience with GraphQL implementation and support.
- Knowledge of WebSocket protocols and real-time applications.
- Familiarity with Go programming language.
- Understanding of C++ development principles.
- Background in SRE (Site Reliability Engineering) practices.
- Experience implementing monitoring solutions and observability platforms.
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