Ness Digital Engineering Careers

Description

Job ID 8012

Why Ness

We know that people are our greatest asset. Our staff's professionalism, innovation, teamwork, and dedication to excellence have helped us become one of the world's leading technology companies. It is these qualities that are vital to our continued success. As a Ness employee, you will be working on products and platforms for some of the most innovative software companies in the world.

You'll gain knowledge working alongside other highly skilled professionals that will help accelerate your career progression.

You'll also benefit from an array of advantages like access to trainings and certifications, bonuses, and aids, socializing activities and attractive compensation.

Requirements and responsibilities

The Technical Support Manager is a frontline support leader who ensures the effective delivery of advanced technical support through a team of Support Engineers. You lead by example, exemplifying deep technical understanding, operational discipline, and professional customer engagement.

You are responsible for ensuring that complex customer issues are resolved efficiently and effectively, while developing and mentoring a high-performing team of support engineers. You will engage directly in critical situations, guiding troubleshooting strategy, handling escalations, and ensuring that customers experience confident, professional, and well-coordinated support throughout the lifecycle of their issues.

You ensure that best practices in troubleshooting, communication, and incident management are followed across your team, and that both reported and anticipated issues are addressed proactively.

You model excellence in all facets of support delivery. Your team’s success, growth, and consistency will reflect your leadership, coaching, and operational oversight.

What you’ll do

Leadership & Team Development

• Lead, coach, and mentor a team of Technical Support Engineers, modeling high standards of technical excellence, ownership, and customer focus.
  
• Conduct regular 1:1s focused on performance, skill development, communication effectiveness, and career growth.
  
• Provide ongoing coaching to improve troubleshooting rigor, written and verbal communication, and customer engagement.
  
• Support onboarding, ramp-up, and continuous technical enablement of new and existing team members.
  
• Identify development opportunities, top performers, and succession paths within the team.

Support Delivery & Escalation Management

• Serve as the primary escalation point for high-severity, complex, and customer-critical issues.
  
• Guide engineers through advanced troubleshooting, root cause analysis, and resolution planning.
  
• Engage directly with customers on critical issues, ensuring professional, confident, and transparent communication.
  
• Ensure that customer expectations are set appropriately and re-evaluated as cases evolve.
  
• Proactively de-escalate customer situations through expert communication and timely engagement of the right resources.

Operational Ownership & Execution

• Own backlog health for your support area, ensuring proper prioritization, aging management, and SLA adherence.
  
• Ensure cases are progressing according to response and resolution targets defined in Service Level Agreements.
  
• Review case notes, updates, and customer communications to ensure clarity, accuracy, and completeness.
  
• Ensure consistent use of incident, escalation, and problem management processes.
  
• Lead and participate in incident response calls and post-incident reviews, ensuring corrective actions are defined and executed.

Technical Excellence & Quality

• Ensure the team focuses on root-cause correction, not just symptom relief.
  
• Promote best practices in diagnostics, log analysis, packet captures, and troubleshooting methodologies.
  
• Expertise in VoIP technologies with deep practical knowledge of SIP, RTP, SDP, SRTP and related signaling protocols, as well as a proven ability to analyze call flows, packet captures, and media
• traces to isolate and resolve complex voice-related issues.
  
• Review and validate root cause analyses and post-incident documentation for quality and completeness.
  
• Ensure high-quality defect reporting to Engineering, with accurate reproduction steps and impact assessment.
  
• Identify systemic, chronic, or process-related issues and drive plans to correct them.

Knowledge & Continuous Improvement

• Champion Knowledge-Centered Service (KCS) practices across the team.
  
• Ensure troubleshooting guides, best practices, and knowledge articles are created, maintained, and reused effectively.
  
• Coach engineers on documentation quality and knowledge-sharing best practices.
  
• Identify operational inefficiencies and drive improvements in tools, processes, and workflows.
  
• Encourage a culture of continuous improvement and shared ownership beyond day-to-day case work.

Cross-Functional Collaboration

• Lead collaboration efforts with Engineering, Product Management, Cloud Ops, and other internal teams.
  
• Ensure proper engagement levels based on issue severity and customer impact.
  
• Act as an advisor and feedback channel to leadership on technical, operational, and customer-impacting trends.
  
• Represent the support team in cross-functional reviews, escalations, and readiness discussions.

What you’ll bring

Experience

• Bachelor’s degree in Computer Science, Information Systems, Networking, or equivalent practical experience;
  
• 8+ years of experience in enterprise technical or customer support roles;
  
• 3+ years of experience leading, mentoring, or managing technical support engineers;
  
• Proven experience handling complex escalations and customer-critical incidents.

Technical & Professional Skills

• Strong understanding of enterprise software platforms, networking, and integrations;
  
• Hands-on experience with troubleshooting complex systems using logs, traces, packet captures, and diagnostic tools;
  
• Solid understanding of incident, problem, and escalation management best practices;
  
• Experience with CRM and case management platforms (e.g., Salesforce, ServiceNow);
  
• Strong analytical, organizational, and problem-solving skills.

Communication & Leadership

• Exemplifies professional, articulate, and confident written and verbal communication;
  
• Ability to guide technical discussions internally and externally with clarity and authority;
  
• Proven ability to coach others in communication, documentation, and customer engagement;
  
• Calm, assertive, and structured approach in high-pressure situations;
  
• Ability to balance hands-on involvement with effective people leadership.

Additional expectations

• Maintain consistent and exemplary performance across leadership behaviors and operational KPIs;
  
• Ability to work a flexible schedule and support after-hours escalations when required;
  
• Commitment to continuous learning and maintaining broad industry and technical knowledge;
  
• Professional proficiency in English and German, with the ability to clearly and confidently communicate complex technical concepts to customers and internal stakeholders in both languages.

Not checking every single requirement?

If this role sounds good to you, even if you don't meet every single bullet point in the job description, we encourage you to apply anyway. For most of the candidates that applied, we found a role that was a very good fit with their skills.

Let's meet and you may just be the right candidate for one of our roles.

At Ness Digital Engineering, we are willing to build a work culture that is based on diversification, inclusion, and authenticity.