Remote Technical Support Delivery Manager

Workday, Inc.; Warszawa; Hybrid; PLN 197,000 - 295,000; Full time

Job summary

Workday, Inc. is seeking a Technical Support Delivery Manager to lead a high-performing, globally distributed team delivering world-class technical support for complex products.

You will partner with product engineering to diagnose and resolve highly technical software issues, guiding a team through coaching and career growth. You will oversee incident management, cross-functional collaboration with product and engineering, and the ongoing optimization of support workflows.

Qualifications

• 4+ years leading a technical team.
• 6+ years customer support in software.
• Experience with enterprise software such as SaaS, Oracle, SAP, Comarch, Asseco, Savangard, Madkom, Piwik.

Responsibilities

• Lead and develop technical support analysts and engineers.
• Serve as escalation point for critical customer issues.
• Collaborate with Product Management and Engineering to advocate for product defects and smoother experiences.
• Monitor KPIs: Backlog, CSAT, and Time to Resolution.
• Identify bottlenecks and implement data-driven improvements.

Skills

Team leadership

Customer support

SaaS expertise

Enterprise apps

Oracle

SAP

Comarch

Asseco

Savangard

Madkom

Piwik

Job description

Workday, Inc. is seeking a Technical Support Delivery Manager to lead a high-performing, globally distributed team delivering world-class technical support for complex products.

You will partner with product engineering to diagnose and resolve highly technical software issues, guiding a team through coaching and career growth. You will oversee incident management, cross-functional collaboration with product and engineering, and the ongoing optimization of support workflows.