Global Software Support Stream Lead

MKS Instruments, Inc.; Polska; Hybride; PLN 180 000 - 320 000; Plein temps

Avantages offerts par ce poste

Hybrid work setup

Private health insurance

Life insurance

Wellness programs

Annual bonus details disclosed before/

Résumé du poste

MKS Instruments, Inc. is seeking a Support Stream Lead for its Industrial Digital Solutions organization. You will build a unified global software support function and ensure a seamless customer experience from intake to resolution.

The role spans across IDS products, coordinating between customers, local service teams, and software engineering to drive operational excellence. You will lead case triage, incident management, and end-to-end resolution while delivering data-driven insights to

Qualifications

• Bachelor’s degree or equivalent professional experience.
• 5+ years in technical software support, including 2+ years leading teams.
• Experience building or scaling L2/L3 support organizations for enterprise software.
• Strong incident management, major incident coordination, and postmortem skills.
• Experience designing SLA-driven support processes and escalation workflows.
• Hands-on with support platforms such as Jira Service Management, Zendesk, or ServiceNow.
• Strong KPI reporting and data-driven prioritization.
• Basic SQL knowledge and ability to read logs and traces.
• Experience collaborating with distributed teams across regions.
• Excellent communication and stakeholder management in English (B2+).

Responsabilités

• Build and manage a unified global software support function across IDS products.
• Coordinate intake, triage, and resolution with service teams and engineering.
• Define and optimize support processes, SLAs, and escalation paths.
• Own end-to-end customer resolution and clear, proactive communication.
• Analyze logs and monitoring data for complex incidents and root-cause analysis.
• Develop dashboards and KPIs to drive continuous improvement.
• Lead major incident handling and post-incident reviews.
• Coordinate a global support network across Europe, Asia, and North America.
• Scale knowledge sharing and onboarding for support teams.
• Identify opportunities for automation and AI-assisted investigations.

Connaissances

Bachelor’s degree in CS/Engineering/IT

5+ years software support

2+ years leading teams

Incident management

SLA design & workflows

Jira/JSM or Zendesk/ServiceNow

Analytical KPI reporting

SQL basics

Distributed teams (EMEA, Asia, NA)

English proficiency (B2+)

Formation

Bachelor’s degree in Computer Science, Engineering, Information Technology, or related field

Outils

Jira Service Management

Jira

Zendesk

ServiceNow

Description du poste

MKS Instruments, Inc. is seeking a Support Stream Lead for its Industrial Digital Solutions organization. You will build a unified global software support function and ensure a seamless customer experience from intake to resolution.

The role spans across IDS products, coordinating between customers, local service teams, and software engineering to drive operational excellence. You will lead case triage, incident management, and end-to-end resolution while delivering data-driven insights to