Senior Manager, Support Development
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Job Description
Lead a team of software engineers at Aras, a PLM software company, focusing on customer support and technical direction. Oversee software development operations and drive improvements in support processes.
Responsibilities:
- Lead the day-to-day operations of a team of Software Engineers and Software Test Engineers responsible for supporting Aras Innovator customers at the highest level of custom patch and hotfix development.
- Hire, onboard, mentor, and develop team members
- Establish clear goals, priorities, and KPIs aligned with organizational objectives
- Represent your team within the Global Support Organization
- Serve as the primary escalation point for complex and critical customer incidents
- Ensure resolution of issues in accordance with SLAs
- Act as a key internal technical leader as part of setting direction on issue intake and resolution
- Guide engineers in troubleshooting and root-cause analysis
- Partner with engineering teams on code-level fixes
- Promote clean, maintainable software practices
- Balance short-term fixes with long-term improvements
- Work with Product Management, Engineering, and Cloud teams
- Influence product direction based on customer trends
- Define and manage KPIs tied to SLAs
- Improve support processes and escalation workflows
- Drive DevOps and modern engineering practices adoption
Requirements:
- 6+ years of experience in commercial software development
- 2+ years of leadership experience
- Bachelor’s degree (or equivalent experience)
- Strong expertise in C# / .NET
- Experience building and operating cloud-based systems (Azure preferred)
- Hands-on experience with Docker, Kubernetes (AKS or Azure Container Apps), and Helm
- Solid understanding of DevOps and CI/CD practices
- Strong knowledge of SQL Server and T-SQL
- Deep understanding of OOP, SOLID principles, clean architecture, and design patterns
- Experience building and consuming REST APIs and working with HTTP-based standards such as OData
- Experience working in Agile development environments
- Upper-intermediate or higher English (spoken and written).
Benefits:
- Flexible work arrangements
- Professional development
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