Global Application Support Manager

Inriver runs a global SaaS platform where thousands of brands and manufacturers rely on every hour of every day to control their product information. Our Application Support team is the last line of defence when something goes wrong — and the first voice customers hear when they need expert help. We are looking for a hands-on leader who can own that mission from end to end. You will manage a small, geographically distributed team spanning Europe, the US, and Asia, delivering 24/7 support coverage to enterprise customers around the world. This is not a ticket-routing role. You will be the senior escalation point for complex technical problems, a coach who raises the bar for every engineer on the team, and the person who turns recurring pain into permanent fixes by partnering closely with Product and Engineering. What you will do Lead, develop, and retain a distributed support engineering team operating across multiple time zones with a 24/7 service commitment. Act as the primary escalation point for high-severity customer incidents, driving resolution while keeping internal and external stakeholders informed. Build and refine support processes — triage, escalation, root-cause analysis, knowledge management — so the team scales without scaling headcount linearly. Own support metrics (response time, resolution time, customer satisfaction, backlog health) and use them to drive continuous improvement. Partner with Engineering and Product to feed field intelligence back into the platform — turning support patterns into roadmap input. Recruit, onboard, and mentor support engineers; create clear growth paths that keep talented people engaged. Manage on-call rotations and coverage plans that respect work-life balance across regions while honouring SLA commitments. Contribute directly to troubleshooting when depth is needed — you are comfortable digging into queries, infrastructure, and logs alongside your team. Required Skills & Qualifications: We don’t expect you to tick every box - but we think you’ll thrive here if you have many of the below Leadership and operations: ✔️Proven experience managing a technical support or application engineering team in a SaaS or cloud software environment. ✔️Track record of running 24/7 or follow-the-sun support models with geographically distributed staff. ✔️Strong instinct for when to coach, when to delegate, and when to step in and drive an incident yourself. ✔️Ability to communicate crisply with customers, executives, and engineers — adjusting depth and tone to the audience. ✔️Agile mindset: comfortable iterating process, measuring outcomes, and changing course quickly. Technical depth: ✔️Solid working knowledge of relational databases, specifically Azure SQL — you can read execution plans, reason for indexing, and guide engineers through query-level troubleshooting. ✔️Understanding Azure infrastructure: App Services, Storage, Networking, Entra ID, monitoring (Application Insights, Log Analytics). You do not need to architect these systems, but you need to navigate them confidently during an incident. ✔️Familiarity with SaaS operational concerns: multi-tenancy, deployment pipelines, feature flags, SLA management, and incident response. ✔️Experience with support tooling (ticketing systems, monitoring dashboards, knowledge bases) and a point of view on how to make them work well together. Nice to have ✔️Experience with PIM, MDM, or product data domains. ✔️Background in .NET / C# environments. ✔️Familiarity with DevOps practices and CI/CD pipelines in Azure DevOps or similar. ✔️ITIL foundation or equivalent service-management exposure (we value the thinking, not the certificate). Why Inriver💙 At Inriver, you’ll join a global company with a product at the center and people who genuinely care about building something meaningful together. Here you’ll get: A supportive team culture with space to learn, lead, and grow A workplace where your voice matters and your work makes a difference We’re serious ab...