We’re looking for a Global Application Support Manager who thrives in that space between complexity and clarity. Someone who can lead distributed teams, calm high-severity incidents, and turn reactive firefighting into proactive excellence.

This isn’t just a support role. It’s a leadership role at the center of reliability, performance, and trust.

What You’ll Own

• Lead and develop the global Application Support Engineering teams, including team leads, to deliver exceptional customer support.

• Being part of making sure there are root cause analysis done and preventive actions cross functionally to reduce recurring incidents.

• Influence and evolve the support tooling ecosystem (ticketing systems, knowledge base, monitoring tools) to improve efficiency and performance.

• Oversee and ensure seamless 24/7 global support operations.

• Partner with the Global Support Leader and regional managers to align strategies, processes, and service standards.

• Ensure timely tracking, management, and resolution of customer issues in line with internal and external SLAs.

• Support and manage escalations across both EU and US regions.

• Build high-performing, customer-centric teams with clear roles, expectations, and career development paths for inriver colleagues.

• Lead continuous improvement initiatives driven by data, customer feedback, and best practices such as ITIL.

• Translate customer insights into actionable feedback for Product and Development teams.

• Monitor support KPIs and provide regular performance reporting to key stakeholders.

• Foster a culture of accountability, collaboration, and continuous improvement across global teams.

• Making sure customer insights are converted into actionable feedback for teams such as development and product.

What You Bring

• Proven Leadership in Team Development: Demonstrated success building, mentoring, and retaining high-performing, cross-functional teams. You foster a culture of excellence, collaboration, accountability, and continuous growth.

• Global Technical Support Leadership: Experience leading multi-tier, 24/7 technical support operations across multiple time zones, delivering service excellence at scale.

• End-to-End Incident Management Expertise: Firsthand experience managing critical incident workflows, from initial triage and root-cause analysis through to post-incident review and preventive action planning.

• ITSM & Framework Knowledge: Functional understanding of ITSM tools and best practices such as ITIL.

• SaaS & Cloud Understanding: Solid grasp of SaaS platforms and cloud infrastructure concepts.

• Customer-Centric Mindset: Experience managing executive-level customer interactions with the ability to balance strong customer advocacy alongside business priorities and cost efficiency.

• Data-Driven Operational Excellence: Skilled in leveraging analytics to reduce ticket volume, improve resolution times, and consistently elevate NPS/CSAT and operational KPIs.

• Analytical & Strategic Thinking: Ability to interpret trends, forecasts, and operational risks to proactively improve service performance.

• Collaborative Leadership Style: Strong belief in collective success, with a powerful sense of ownership and accountability.

Why Join Inriver

We are scaling. 
As digital commerce accelerates, the need for structured, scalable product data has never been greater. That puts us at the center of digital transformation for leading global brands. 
Joining Inriver means: 
• Working in a high-growth SaaS category 
• Partnering with experienced enterprise sales leaders 
• Playing a direct role in revenue creation 
• Building skills that elevate your long-term SaaS career 

Apply If…

You want to build more than a support function — you want to build resilience.

You stay calm under pressure, turn incidents into improvements, and lead teams with clarity and confidence. You understand that operational excellence protects both systems and reputation.

If you’re driven by impact and ready to lead globally — we’d love to meet you.