About The Role

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 compan 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 balanc Premium healthcare insurance Loyalty programs Well-being activities Annual company trips and team-building events