Global Application Support Manager

Global Application Support Manager Lead global application support at Inriver . Build high-performing teams and deliver exceptional customer experiences. 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 about building a strong business - and we also care about enjoying the ride. In our Malmö office, you’ll find things like: Tuesday Fika ☕ Friday breakfasts to start the day together A running club and social activities for anyone who wants to join A welcoming mix of focused work, collaboration, and a few laughs along the way We work in a hybrid setup, with flexibility and trust as a baseline. Ready to apply? 📬 We’d love to hear from you. If you’re curious but not 100% sure, we still encourage you to apply. We’re happy to explore the fit together! Department Development Locations Malmö Remote status Hybrid Malmö What makes us unique? At Inriver, we are committed to upholding a set of core values that guide our actions and decisions every day. These values define who we are as an organization and shape our company culture. They serve as a foundation for building trust with our clients, partners, and within our teams. These values are more than just words—they are the principles that guide our actions and help us build a positive and successful future together. We encourage everyone at Inriver to live by these values in their everyday work. It's not individual values, but the combination of the three that makes us Inriver. About Inriver Inriver is the Product Information Management (PIM) solution that empowers brands, manufacturers, and retailers to take control of the product data current and turn complexity into competitive advantage. Its AI-powered, scalable platform connects seamlessly to upstream systems and downstream channels, enabling continuous optimization of product experiences across every touchpoint. Trusted by more than 1,600 global brands, Inriver accelerates time-to-market, enhances customer experience, and fuels profitable growth. For more information, visit www.inriver.com or follow us on LinkedIn . Founded in 2007 Co-workers 300