Technical Support and Delivery Manager

The team in Ukraine has been working since 2016, it includes 16 professionals in their field working with clients Worldwide.

We offer the market Iconduct Self Service Integration Platform, which integrates between various custom information systems.

The platform consolidates the data of all required business applications into a single dashboard that can operate as a cloud service, on-premises, or hybrid solution.

The solution uses advanced AWS technologies.

The uniqueness of Iconduct Self-Service Integration Platform lies in its flexibility and the possibility of additional customization for the needs of a particular company.

Product stack: ASP.NET, JavaScript, MVC and SignalR, relational DB. Microservices

As part of our growth, we are expanding both our technical support and delivery capabilities, and are looking for a candidate who can combine hands-on technical expertise with leadership potential, supporting customers while gradually taking ownership of delivery and support operations.

Responsibilities:

Technical & Operational Responsibilities:

• Provide Tier 2 technical support via tickets, chats, and web conferences
• Perform remote troubleshooting of on-prem and cloud environments
• Deploy and support the IConduct platform on customer infrastructure
• Work closely with R&D and Delivery teams to ensure high-quality solutions
• Provide L3 technical support and escalation handling for L1 and L2 teams
• Manage production environments including deployments, monitoring, and stability control
• Ensure proper documentation, logging, and incident tracking

Managerial & Delivery Responsibilities:

• Lead and manage a team of support and integration engineers (7+ employees)
• Oversee shift management and support coverage to ensure SLA compliance
• Manage end-to-end delivery of professional services projects
• Act as a focal point for customer success and escalation management
• Support and mentor team members, including onboarding and knowledge sharing
• Drive operational excellence across support and delivery processes
• Coordinate between support, delivery, and customer stakeholders
• Manage workload and prioritization across multiple customers and projects
• Ensure high-quality service for 50+ customers across enterprise and startup environments

Requirements:

Technical Requirements:

• 5+ years of experience in technical support (more senior profiles welcome)
• Strong experience with REST/SOAP APIs (Postman / SoapUI)
• Experience working with databases (SQL — MS SQL / MySQL / Oracle)
• Familiarity with CRM and ERP systems
• Experience with file systems and integration flows
• Understanding of CI/CD and production deployment processes
• Experience working in cloud/SaaS/PaaS environments
• Ability to analyze logs, configurations, and diagnose system issues

Managerial & Professional Experience:

• Experience leading support and/or delivery teams (7+ employees)
• Experience in shift management and operational planning
• Hands-on experience with production environments and release control
• Experience providing L3 escalation support
• Proven experience leading customer-facing projects and professional services
• Commercial/customer-facing experience working with global customers

Tools & Systems:

• Experience with tools such as Zoho, TFS, or Jira
• Familiarity with CRM/ERP platforms (Salesforce, Priority, NetSuite — advantage)

Additional Requirements:

• Strong English communication skills
• Analytical and problem-solving mindset
• Ability to work in a fast-paced, multi-customer environment

Nice to Have:

• Background in development (.NET / Python)
• Bachelor’s degree in Computer Science or related field
• Experience with real-time support/chat systems

We offer:

• Challenging tasks
• Opportunity to learn new approaches in a highly-demanded cloud technologies
• Career growth
• Paid vacation (20 working days per year)
• Paid sick leaves
• Fixed working hours
• A friendly team of experts who inspire and support you