Technical Support Manager
Spartez Software sp. z o.o. sp. k.
Prague, Czech Republic
před 3 dny
source : Just Join IT

Communication Skills (regular)

ITIL (regular)

Due to Appfire's exponential growth, we are seeking a talented and experienced professional to join our team as a Technical Manager in the product support team.

In this significant role, you will lead teams, define, plan, and direct support deliverables for multiple Appfire enterprise-class products.

There will be many opportunities to showcase your deep technical knowledge, people management, keen analytical and problem-solving skills, and organizational skills.

You will have the opportunity to work with Appfire’s growing list of enterprise customers and flagship Atlassian products such as Jira, Confluence, and Bitbucket deployed globally in cloud and data center environments.

Technical area :

  • You will take the lead and drive every customer support issue as a project and ensure delivery with the highest quality and customer satisfaction.
  • You will provide technical leadership to team members in terms of mentorship, issue resolution, delegation, supervision, and handling of customer issues.
  • You take the lead and guide the established processes associated with the 24x5 shift rotation across global support teams.
  • You drive the scoping, sizing, identifying key metrics, and estimating efforts for assigned support engagements.
  • Utilize change management tools, defect / ticketing systems, and follow internal Appfire defined processes for delivering support services.
  • Create, delegate, and execute support infrastructure project plans and revise as needed to meet the project’s changing needs and requirements.
  • Ensure knowledge base documents are technically accurate, complete, current, and archived appropriately.
  • Act as a primary
  • People management area :

  • Perform quarterly and annual OKR (Objectives & Key Results) driven performance reviews of direct reports.
  • Lead, motivate, and inspire the team to perform at peak capacity and productivity.
  • Contribute to recruiting, orienting, and training new employees.
  • Ensure a safe, secure, and legal work environment for direct reports.
  • Plan, identify, and set up personal growth opportunities.
  • Qualifications :

  • Significant experience in the software industry.
  • Candidate must have solid technical expertise with enterprise-level, N-tier applications.
  • Expertise in using agile project management tools and techniques to develop and execute detailed project plans for complex software development projects involving challenging requirements, limited resources, and fixed deadlines.
  • Knowledge of Atlassian products ( https : / / ) and Appfire products is highly desirable. Training will be provided on a need basis.
  • Great opportunity to gain Atlassian experience.

  • B.E / B.Tech in EE, EECS, CS, MIS, or a comparable discipline.
  • Assist Level 1 thru 3 technical support engineers and offer expertise in terms of troubleshooting and problem resolution.
  • Strong analytical skills to quickly identify the root cause and recommend an effective solution.
  • Handle tough customer escalations and critical feedback with poise and professionalism.
  • Excellent oral and written communication skills.
  • Be accountable, take ownership, and have a strong customer focus.
  • Knowledge of Atlassian products ( https : / / ) and Appfire products is highly desirable.
  • Using ITIL Service Support knowledge, handle and solve incidents, problems, change and release management issues.
  • Why an engineering career at Appfire Technologies?

    At Appfire, we're looking for passionate people in the software industry who want to work with us. We strive for a healthy, productive work-life balance while enjoying the opportunity to significantly contribute to the direction and success of a growing product company.

    Appfire offers excellent compensation and benefits with an outstanding opportunity for career growth.

    We would be happy to hear from you if you thrive in a fast-paced, collaborative environment like this. Appfire Technologies is an Equal Opportunity Employer (EOE) M / F / D / V.

    Our recruitment process

    It is fully remote, and it may take only a few days! The recruitment process consists of :

  • Conversation with a recruiter (up to 30 mins) : you'll find answers to your immediate questions, get to know the company, give us a chance to learn more about you, your experience, and your expectations.
  • Take-home task (expected 45 - 75 mins effort) : so we get to know your soft skills.
  • Technical interview (60 mins + feedback) : to check your support skills and to discuss technical skills we care about the most.
  • Final interview (60 mins + feedback + optional job offer) : to understand your personality, values, maturity, and motivation to determine if you and Spartez Software fit.
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