Application Support Engineering ManagerChisinau, MD%LABEL_POSITION_TYPE_FULL_TIME%
Job Description
We are looking for a Senior Application Support Engineering Manager to lead and grow our ASE team. Responsible for handling customer issues across our core operational systems — GPM Stack, Jira, and Smartsheet — and delivering small-scale automations that unblock teams across the company. Tomorrow, the team will expand in size and scope, covering additional platforms, domains, and operational dimensions. This is a senior, hands-on role. You are not just a manager — you are a technical leader who can read an architecture diagram, spot when a system is built wrong, challenge engineering decisions with substance, and jump in to build MVPs side-by-side with your team. You will be the escalation point, the process owner, the people manager, and the technical authority for support-side engineering. You will know when to act, when to delegate, and when to escalate — and you will keep a calm, structured posture under pressure.
Responsibilities:
- Understand system architectures across GPM Stack, Jira, Smartsheet, and adjacent tools deeply enough to identify flawed designs, anti-patterns, and technical debt that cause recurring incidents
- Push back on bad architecture with evidence; partner with engineering to drive structural fixes, not just patches
- Be hands-on: build MVPs, prototypes, and automations alongside the team — you code, you review, you ship
- Set the technical bar for the ASE team and raise it as the team grows
- Lead, coach, and develop a team of Application Support Engineers
- Grow the team into new dimensions and domains as the scope expands
- Set clear expectations, performance standards, and career development paths
- Run 1:1s, team rituals, on-call rotations, and shift coverage
- Hire, onboard, and retain strong engineers; manage underperformance decisively
- Own the end-to-end customer support experience across GPM Stack, Jira, and Smartsheet
- Ensure SLAs, response times, and resolution quality are consistently met
- Triage, prioritize, and route incoming issues; personally handle critical escalations
- Decide when to act vs. when to escalate — to engineering, product, or leadership
- Drive root-cause analysis and close the loop with product and engineering teams
- Oversee and contribute to the ASE team's automation work supporting other teams across the company
- Identify recurring issues and convert them into automation, documentation, or product fixes
- Maintain and evolve runbooks, knowledge bases, and internal support documentation
- Reduce ticket volume through proactive improvements, not just reactive firefighting
- Produce clear, regular reports on ticket volume, SLA performance, root causes, and team health
- Communicate confidently with engineering, product, operations, and executive stakeholders
- Represent the voice of the customer internally and the voice of engineering externally
- Partner with product and engineering leads to influence roadmap based on support signals.
Requirements:
- ü 4+ years in application/technical support or software engineering, with at least 3 years managing a technical team
- Strong engineering background — able to read code, review PRs, assess architecture, and build MVPs hands-on
- Demonstrated ability to identify architectural problems (coupling, scalability, data model, integration design) and articulate the fix
- Proven experience supporting SaaS or enterprise platforms in production environments
- Hands-on familiarity with Jira (administration, workflows, reporting, APIs) and Smartsheet
- Comfort with APIs, logs, SQL, and scripting (Python / JavaScript / similar) for diagnosis and automation
- Strong incident management instincts — knows when to act, when to escalate, when to communicate
- Proven ability to work cross-functionally with engineering, product, and business teams
- Excellent written and verbal English — this role communicates constantly with internal and external stakeholders
- Calm, proactive, and resilient in a high-pressure, fast-moving environment
- Strong people skills: empathetic with customers, direct with peers, developmental with reports
- Experience scaling a team — hiring, structuring, and expanding scope over time
Nice to Have
- Experience supporting infrastructure, telecom, field services, or ERP-style platforms
- Familiarity with GPM or similar geolocation / project management platforms
- Experience with support tooling (Zendesk, Freshdesk, Intercom, ServiceNow, etc.)
- Experience defining and reporting on support KPIs (CSAT, MTTR, SLA, backlog health)
- Exposure to cloud infrastructure (AWS / Azure / GCP), observability stacks, and CI/CD
- ITIL or similar service management exposure
Benefits:
- Competitive salary package
- Being part of an international, dynamic work environment
- Paid time off (PTO) such as sick days and vacation days.
Work schedule: Monday – Friday from 15:00 till 23:00