Technical Support Manager (m/f/d) – Remote

SecurityBridge is a fast-growing global software leader transforming how enterprises secure their SAP environments. Our mission is to deliver cutting-edge, high-impact SAP security solutions that enable some of the world’s largest organizations to stay ahead of ever-evolving cyber threats.

We are looking for a proactive and customer-focused Support Manager to join our Field Service & Support team. In this role, you will lead the daily operations of our support function, ensure operational excellence, and continuously improve processes to deliver outstanding customer satisfaction.

As an expert-level leader, you will oversee support queue management, mentor and develop support agents, handle escalations, and drive data-informed improvements. You will play a key role in maintaining high service quality, operational efficiency, and a strong customer-centric culture within the team.

Key Responsibilities

• Oversee and manage support queues, prioritizing cases effectively and ensuring timely assignment to agents to meet SLAs and maintain high customer satisfaction.

• Provide daily guidance, mentorship, and constructive feedback to support agents, fostering professional growth and a high-performance team culture.

• Handle escalated customer issues, collaborating closely with internal stakeholders to resolve complex cases efficiently while maintaining excellent customer relationships.

• Monitor and analyze support performance metrics, preparing structured reports for leadership to identify trends, bottlenecks, and opportunities for optimization.

• Oversee the creation, maintenance, and continuous improvement of support documentation and knowledge base resources to ensure accessibility and accuracy.

• Act as a customer advocate by integrating feedback into support processes and training initiatives to continuously enhance service quality.

• Ensure the support team is equipped to address SAP security-related inquiries, including user authentication, role management, and access control topics.

• Identify and implement process improvements and standardization initiatives to enhance efficiency, scalability, and overall support quality.

Required Qualifications

• 5+ years of experience in technical support or customer service roles, including at least 2 years in a management or supervisory capacity.

• Strong knowledge of SAP systems, including SAP security concepts such as user authentication, role management, and compliance principles.

• Experience working with support platforms such as Jira, Zendesk, or similar ticketing systems.

• Bachelor’s degree in Business, Information Technology, or a related field, or equivalent practical experience.

• Exceptional communication and interpersonal skills, with the ability to lead teams, engage customers, and collaborate effectively across departments.

• Strong analytical capabilities, with experience analyzing support data to monitor performance, identify trends, and drive informed decision-making.

• Ability to operate independently in a remote, international team environment while maintaining accountability and ownership.

Nice to Have

• Experience in enterprise SaaS or cybersecurity environments.

• Familiarity with SLA management and customer success frameworks.

• Understanding of SAP landscapes and high-availability architectures.

• Experience driving digital transformation or process automation within support organizations.

• Certifications related to IT service management are a plus.

Important Information

• This position is fully remote.

• Visa sponsorship and relocation support are not available.

• Candidates must hold valid authorization to work in their country of residence.

Our Offer

• Professional development and leadership growth opportunities.

• Exposure to enterprise SAP security environments and international customers.

• An international team with a strong culture of collaboration and ownership.

• Flexible working hours and a results-oriented work culture.

What Makes It Special to Work With Us

Flat hierarchies await you at our company. If you have a good idea or knowledge, feel free to contribute. Because as a newcomer, your opinion is just as important. We want you to feel comfortable with us: arrange your working day and your way of working according to your preferences. At the end of the day, it’s the results that count, not your presence in the office.

Honesty, respect, helpfulness, and integrity form the core of our company culture. We believe that strong teams are the foundation of sustainable success. That’s why we strive to create an environment where employees feel supported, connected, and empowered to grow.