Global Software Support Stream Lead

MKS Inc.; Poznań; Hybrid; PLN 180,000 - 280,000; Full time

Benefits offered by this job

Hybrid work setup

Annual bonus

Private health insurance

Job summary

Atotech/MKS is seeking a Support Stream Lead to build and run a unified global software support function within IDS. You will coordinate between customers, service teams, and engineering to drive incident management, process optimization, and continuous product improvement.

The role requires 5+ years in technical software support and 2+ years leading distributed teams, with hands-on experience in Jira Service Management, Jira, Zendesk, and ServiceNow.

Qualifications

• 5+ years in technical software support.
• 2+ years leading support/escalation teams in a global environment.
• Experience building or optimizing L2/L3 support organizations.

Responsibilities

• Build and lead a unified global support function across IDS software products.
• Drive implementation of a modern support platform with case management, SLA monitoring, and reporting.
• Lead case triage, escalation, and end-to-end resolution of customer issues.
• Provide technical investigation and troubleshooting to minimize escalations.
• Develop KPIs and dashboards to improve product quality and reduce recurring issues.
• Coordinate major incidents and post-incident reviews across global teams.
• Mobilize a global support network across Europe, Asia, and North America.
• Scale knowledge sharing and onboarding to improve support processes.
• Explore automation and AI to enhance workflows and resolution times.

Skills

Team leadership

Incident management

SLA driven processes

Analytics & KPI reporting

Education

Bachelor's degree in Computer Science or related

Tools

Jira Service Management

Jira

Zendesk

ServiceNow

Job description

Atotech/MKS is seeking a Support Stream Lead to build and run a unified global software support function within IDS. You will coordinate between customers, service teams, and engineering to drive incident management, process optimization, and continuous product improvement.

The role requires 5+ years in technical software support and 2+ years leading distributed teams, with hands-on experience in Jira Service Management, Jira, Zendesk, and ServiceNow.