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
Why you'll love working here
- Professional European-based company
- Attractive salary
- Performance bonus of up to 4 months salary
- Opportunities for travel to Europe
- Hybrid home/office working model
- Flexible working time
- Structured training and development roadmap
- Good work-life balance
- Premium healthcare insurance
- Loyalty programs
- Well-being activities
- Annual company trips and team-building events
