Overview: We are seeking a dynamic and experienced SaaS Product Application Support Manager to lead our support team across multiple time zones. You will play a crucial role in ensuring smooth operations of L1, L2, and L3 support for our SaaS product, adhering to SLAs, managing client escalations, and actively supporting a large number of live clients. Your expertise in SaaS infrastructure monitoring and familiarity with technologies such as .Net Core, Azure, and Angular will be essential in maintaining high service availability and customer satisfaction.

Responsibilities:

• Team Leadership:
  • Manage and lead a geographically dispersed team of L1, L2, and L3 support engineers.
  • Develop and implement a scalable support model that accommodates our growing client base.
  • Establish clear roles and responsibilities within the team to ensure efficient incident resolution and customer support.
• Support Operations:
  • Develop and enforce SLAs (Service Level Agreements) for incident response and resolution, ensuring alignment with client expectations.
  • Implement proactive monitoring and alerting mechanisms to anticipate and mitigate potential issues before they impact clients.
  • Foster a culture of continuous improvement within the support team through training, knowledge sharing, and process refinement.
• Client Interaction:
  • Act as a primary point of contact for escalated client issues, demonstrating a commitment to resolving issues promptly and effectively.
  • Collaborate closely with account management and customer success teams to address client concerns and enhance overall customer satisfaction.
• SaaS Infrastructure Monitoring:
  • Oversee the monitoring of SaaS infrastructure health and performance, identifying opportunities for optimization and scalability.
  • Implement robust disaster recovery and business continuity plans to minimize service disruptions and ensure data integrity.
• Technical Expertise:
  • Utilize deep technical expertise in .Net Core, Azure, and Angular to troubleshoot complex issues and guide team members in effective problem-solving techniques.
  • Work closely with development teams to prioritize bug fixes and product enhancements based on customer feedback and support insights.
• Reporting and Analysis:
  • Generate regular reports on support metrics, including ticket volumes, resolution times, and customer satisfaction scores.
  • Analyze data to identify trends, root causes of recurring issues, and opportunities for service improvement.

Requirements:

• Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent experience).
• Proven experience (X years) in a similar role managing support teams for SaaS products.
• Strong understanding of SaaS architecture and cloud-based technologies, including .Net Core, Azure, and Angular.
• Experience with building and scaling support operations to meet the needs of a growing client base.
• Excellent leadership, communication, and interpersonal skills.
• Ability to thrive in a fast-paced environment and manage priorities effectively.
• Certification in ITIL or other relevant frameworks is a plus.