Support Manager

The Support Manager contributes to the reliability, stability, and operational quality of complex assessment platforms. The role focuses on incident support, operational reliability, and cross-team coordination, ensuring that production issues are handled efficiently and in accordance with established processes.

The position operates within the reliability and operations function, working closely with support teams, engineering, and product stakeholders to maintain service continuity and improve operational robustness.

Key Responsibilities

Support & Incident Handling

• Handle and coordinate customer support requests according to defined support and severity processes.
• Participate in incident management activities, including investigation, escalation, and resolution support.
• Contribute to customer communication during incidents by providing accurate and timely technical information.
• Ensure incidents are documented and f...