SAP 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 SAP Technical Support Manager to join our Field Service & Support team. You will play a critical role in ensuring the security, stability, and performance of SAP environments for global enterprise customers. In this role, you will lead and scale our support operations, driving process efficiency and high customer satisfaction.

You will oversee support queue management, mentor and develop support agents, handle escalations, and drive data-informed improvements across the support organization.

Key Responsibilities

• Own support queue performance, prioritizing and assigning cases to meet SLAs and ensure timely resolution.

• Lead, mentor, and develop support agents, fostering a high-performance and accountable team culture.

• Manage escalated customer issues, working cross-functionally to resolve complex cases efficiently.

• Analyze support metrics to identify trends, eliminate bottlenecks, and improve operational performance.

• Drive the development and maintenance of documentation and knowledge base resources to ensure accessibility and consistency.

• Act as the voice of the customer, translating feedback into process improvements and training initiatives.

• Enable the team to handle SAP security topics, including authentication, role management, and access control.

• Drive process standardization and optimization to improve efficiency, scalability, and overall support quality.

Required Qualifications

• 5+ years of experience in technical support or customer service, including at least 2 years in a leadership role.

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

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

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

• Strong communication and leadership skills, with the ability to engage customers and collaborate across teams.

• Proven analytical skills, with experience using data to improve performance and decision-making.

• Ability to work independently in a remote, international environment with strong ownership and accountability.

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.

• A collaborative, international team with strong ownership culture.

• 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.