Global Technical Support Delivery Lead

Workday; Warszawa; Híbrido; PLN 197 000 - 295 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Flex Work

Stock Grants

Resumo da oferta

Workday is seeking a Technical Support Delivery Manager in Poland to lead a high-performing team delivering world-class technical support for complex software products. You will partner with product engineering to diagnose issues, drive resolution, and ensure excellent customer outcomes.

You will mentor analysts, manage escalations, and collaborate across Support, Product Management, and Engineering while tracking KPIs like CSAT, backlog, and TTR to continuously improve service levels.

Qualificações

• 4+ years of experience leading a technical team and/or managing software engineering teams.
• 6+ years of customer support experience providing deep technical support for software applications.
• Enterprise Software Expertise: hands‑on experience supporting enterprise‑grade applications such as SaaS, Oracle, SAP, Comarch, Asseco, Savangard, Madkom, Piwik.

Responsabilidades

• Coach, mentor, and foster growth of technical support analysts and engineers, ensuring high engagement and continuous skill development.
• Serve as escalation point for critical customer issues, coordinating cross-functional efforts for rapid resolution.
• Bridge between Support, Product Management, and Engineering to advocate for product defects and smoother experiences.
• Monitor and drive KPIs such as Backlog, CSAT, and Time to Resolution (TTR).
• Identify bottlenecks in the support lifecycle and implement data-driven strategies to improve workflow.

Conhecimentos

Team Leadership

Escalation Management

Cross-Functional Collaboration

Data-Driven Decision Making

Technical Support

Enterprise Software

Descrição da oferta de emprego

Workday is seeking a Technical Support Delivery Manager in Poland to lead a high-performing team delivering world-class technical support for complex software products. You will partner with product engineering to diagnose issues, drive resolution, and ensure excellent customer outcomes.

You will mentor analysts, manage escalations, and collaborate across Support, Product Management, and Engineering while tracking KPIs like CSAT, backlog, and TTR to continuously improve service levels.