L2 Customer Support Manager - Joining bonus upto 55mil

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