Customer Technical Support Manager

Allvue Systems; Kraków; On-site; PLN 140,000 - 210,000; Full time

Job summary

Allvue Systems seeks a Manager, Customer Support to lead a team of Application Support Engineers, owning day-to-day service delivery, escalation management, and team performance. You will operate with significant autonomy across service delivery and decision-making, impacting both team and customer experience.

The role requires shaping support processes, collaborating with Product and Engineering to improve platform stability, and driving scalable, high-quality customer outcomes in a FinTech

Qualifications

• Minimum 6+ years of total experience with 3+ years in people management within FinTech or similar.
• Experience in customer support operations, escalation management, and service delivery.
• Exposure to SQL and ITIL practices preferred.

Responsibilities

• Own end-to-end service delivery across multiple support teams and align with business objectives.
• Define and govern SLA/OLA frameworks for consistent performance.
• Lead capacity planning, workforce strategy, and resource allocation across teams.
• Design and implement regional or follow-the-sun support coverage models.
• Drive improvements to reduce ticket volume and improve support efficiency.
• Lead investigations and root cause analysis for complex issues with cross-functional partners.
• Build and maintain documentation standards and knowledge base content.

Skills

People management

Problem solving

Autonomy

Education

Bachelor's degree in Computer Engineering, Finance, Accounting, or related field

Tools

SQL

ITIL

Confluence

Microsoft Office 365

Slack

Job description

We are Allvue Systems, the leading provider of software solutions for the Private Capital and Credit markets. Whether a client wants an end-to-end technology suite, or independently focused modules, Allvue helps eliminate the boundaries between systems, information, and people. We’re looking for ambitious, smart, and creative individuals to join our team and help our clients achieve their goals. Working at Allvue Systems means working with pioneers in the fintech industry. Our efforts are powered by innovative thinking and a desire to build adaptable financial software solutions that help our clients achieve even more. With our common goals of growth and innovation, whether you’re collaborating on a cutting-edge project or connecting over shared interests at an office happy hour, the passion is contagious. We want all of our team members to be open, accessible, curious and always learning. As a team, we take initiative, own outcomes, and have passion for what we do. With these pillars at the center of what we do, we strive for continuous improvement, excellent partnership and exceptional results. Come be a part of the team that’s revolutionizing the alternative investment industry. Define your own future with Allvue Systems!

Job Summary

The Manager, Customer Support leads a team of Application Support Engineers responsible for delivering timely and effective technical support to customers. This role owns day-to-day service delivery, escalation management, and team performance while actively contributing to complex issue resolution. The position operates with significant autonomy across service delivery and operational decision-making. Impact is primarily at the team and customer experience level, with cross-functional collaboration to resolve issues and inform product enhancements.

Responsibilities

Service Delivery & Operational Execution

• Own end-to-end service delivery performance across multiple support teams, ensuring alignment with business objectives and customer expectations
• Define and govern SLA/OLA frameworks, ensuring consistent performance across all support tiers
• Own capacity planning, workforce strategy, and resource allocation across teams
• Design and implement support coverage models (e.g., regional or follow-the-sun)
• Accountable for service performance metrics, including SLA attainment, escalation rates, and cost-to-serve
• Lead initiatives to reduce ticket volume through product and process improvements
• Drive standardization and scalability of support processes across teams

Problem Solving & Technical Leadership

• Lead complex troubleshooting efforts and root cause analysis for critical incidents
• Partner with Product and Engineering to prioritize defects and support resolution of systemic issues
• Establish and maintain support processes, escalation frameworks, and documentation standards
• Apply technical expertise to guide investigations and improve resolution quality
• Drive resolution of systemic issues impacting multiple customers or products
• Partner with Product and Engineering to improve platform stability and supportability

People Leadership & Capability Development

• Lead, develop, and manage Application Support Engineers to achieve performance and quality objectives
• Conduct performance evaluations and provide actionable development feedback
• Build team capability in technical troubleshooting, customer communication, and investigation methodologies
• Foster a high-accountability, performance-driven team environment

Cross-Functional Collaboration & Customer Experience

• Partner with Product, Engineering, Infrastructure, and Client Success teams to define supportability standards, release readiness criteria, and defect prioritization frameworks.
• Ensure clear, timely, and professional communication with customers during escalations
• Drive initiatives to enhance customer experience and reduce recurring issues
• Contribute insights to improve product quality and support processes
• Identify and implement process improvements to enhance efficiency and service quality
• Leverage AI tools and emerging technologies to optimize support workflows and investigation processes
• Maintain and enhance knowledge base content for internal and customer use

Requirements

• Demonstrated ability to manage a technical support team and deliver against service performance metrics
• Strong problem-solving capability in complex, time-sensitive environments
• Ability to operate with moderate autonomy while escalating strategic decisions appropriately

Technical & Systems Proficiency

• Confluence (working to advanced)
• Microsoft Office 365 (working)
• Collaboration tools (e.g., Slack)
Technical troubleshooting and root cause analysis (advanced)

Experience

• Minimum 6+ years of total experience, 3+ years people management experience in Application Support within FinTech or similar domain
• Experience in customer support operations, escalation management, and service delivery
• Exposure to SQL and ITIL practices preferred

Language Skills

Education

• Bachelor’s degree in Computer Engineering, Finance, Accounting, or related field (or equivalent experience)

How You'll Succeed

• Drives Results: Deliver consistently, even in tough conditions
• Ensures Accountability: Hold yourself and your team to the standard
• Instills Trust: Lead with honesty, integrity, and authenticity
• Instills Courage: Lean into hard conversations and challenges
• Directs Work: Run work efficiently and effectively
• Collaborates: Build partnerships across the organization