Enterprise Support Engineering Manager

About the role

Software Mind is seeking an experienced Enterprise Support Engineering Manager to lead a high‑performing technical support team serving a global enterprise software client. The role focuses on delivering world‑class support for complex cloud‑based tax technology and large‑scale ERP integrations.

Key responsibilities

• Lead and develop Technical Support Engineers across multiple experience levels.
• Drive customer satisfaction, SLA adherence, and incident response processes.
• Manage escalation, queue, and operational reporting for enterprise SaaS environments.
• Collaborate with Engineering, Product, Customer Success, and Cloud Operations to improve support delivery.
• Implement continuous improvement initiatives and cross‑functional projects.

Required profile

• 5+ years in technical/application support or enterprise software operations.
• 2+ years managing or leading technical support/engineering teams.
• Proven ability to coach, mentor, and develop customer‑facing professionals.
• Strong communication and stakeholder‑management skills.
• Fluent English (C1 level or higher), written and spoken.

Required skills

• SAP and Oracle ecosystem knowledge.
• REST and SOAP API experience.
• XML, JSON, SQL and enterprise database familiarity.
• HTTP/HTTPS and integration workflow understanding.
• Cloud‑native application concepts.
• Experience with Salesforce, Jira, Confluence, dashboards and support analytics platforms.