Software Support Stream Lead

MKS Instruments, Inc.; Polska; Hybrid; PLN 180,000 - 320,000; Full time

Benefits offered by this job

Hybrid work setup

Private health insurance

Life insurance

Wellness programs

Annual bonus details disclosed before/

Job summary

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+).

Responsibilities

• 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.

Skills

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+)

Education

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

Tools

Jira Service Management

Jira

Zendesk

ServiceNow

Job description

A Day in Your Life at Atotech/MKS As a Support Stream Lead within our Industrial Digital Solutions (IDS) organization, you will play a key role in building and leading a global software support function that enables customers around the world to maximize the value of our digital solutions. You will be responsible for creating a unified support framework across all IDS software products, ensuring a seamless customer experience from issue intake to resolution. Acting as the central point of coordination between customers, local service teams, and software engineering teams, you will drive operational excellence, establish scalable support processes, and provide the data and insights that guide continuous product improvement. In this role, you will report to the Head of Software Engineering. Industrial Digital Solutions (IDS) develops the software backbone of MKS Atotech's plating and surface-finishing lines, including the fastCenter automation platform, the VCS line-control application, and the Digital Factory Suite (DFS). Our software solutions support customers across Asia, Europe, and North America and play a critical role in enabling smart manufacturing, traceability, monitoring, and operational excellence.

You Will Make an Impact By:

• Building a Unified Support Organization: Establish and manage a single intake process and support queue across all IDS software products, customer segments, and service levels.
• Driving Support Tool Excellence: Select, deploy, and optimize a modern support platform that enables efficient case management, SLA monitoring, reporting, and integration with development tools.
• Leading Case Triage & Escalation Management: Define support priorities based on customer tiers and business impact, ensuring critical issues receive appropriate visibility and timely resolution.
• Owning End-to-End Customer Resolution: Take responsibility for support cases from initial intake through closure, ensuring transparent communication and an excellent customer experience throughout the process.
• Providing Technical Investigation & Troubleshooting: Analyze logs, system data, monitoring tools, and known issues to resolve complex software incidents and minimize escalations to development teams.
• Driving Operational Metrics & Continuous Improvement: Develop support KPIs, reporting dashboards, and actionable insights that help reduce recurring issues and improve product quality.
• Managing Major Incidents & Root-Cause Analysis: Coordinate critical incident handling processes, support cybersecurity incident response activities, and facilitate post-incident reviews and corrective actions.
• Leading a Global Support Network: Coordinate support activities across teams in Europe, Asia, and North America while ensuring effective collaboration with local service organizations and external partners.
• Scaling Knowledge & Best Practices: Drive onboarding, knowledge-sharing initiatives, and continuous improvements to the support knowledge base and operational processes.
• Leveraging Automation & AI: Identify opportunities to automate workflows, enhance reporting capabilities, and leverage AI-assisted investigation tools to improve support efficiency and resolution times.

Skills You Bring

• Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field, or equivalent professional experience.
• 5+ years of experience in technical software support, including at least 2 years leading support, escalation, or service delivery teams in a global environment.
• Proven experience building, scaling, or optimizing L2/L3 support organizations serving enterprise software products.
• Strong incident management expertise, including major incident coordination, customer communication, root-cause analysis, and postmortem activities.
• Experience designing and managing SLA-driven support processes, ticket routing models, and escalation workflows.
• Hands-on experience with support and service management platforms such as Jira Service Management, Jira, Zendesk, ServiceNow, or similar tools.
• Strong analytical skills with the ability to build KPI reports and convert support data into actionable business and engineering priorities.
• Technical troubleshooting capabilities including log analysis, monitoring tools, basic SQL knowledge, and the ability to understand software architecture and code flows.
• Experience collaborating with distributed teams across EMEA, Asia, and North America.
• Excellent communication and stakeholder management skills, with the ability to navigate complex situations and drive decisions under pressure.
• English Proficiency: Excellent written and verbal communication skills in English (minimum B2 level).

Nice-to-Have Skills

• Experience supporting industrial automation, manufacturing software, SCADA, PLC, or IIoT platforms.
• Experience leading the deployment or transformation of support tools such as Jira Service Management.
• Knowledge of AI-assisted investigation and support workflows, including Large Language Models (LLMs) and automation tools.
• Familiarity with cybersecurity frameworks, vulnerability management, ISO/IEC 27001, or EU Cyber Resilience Act requirements.
• Experience with Agile, Kanban, or other flow-based operational methodologies.
• Domain knowledge within semiconductor, PCB manufacturing, industrial automation, or advanced manufacturing environments.
• Polish language skills.

What We Offer

• Competitive Compensation. Enjoy a fair and transparent salary structure and an annual bonus. We will share all the details with you before the first interview.
• Flexibility & Work-Life Balance. Benefit from a hybrid work setup.
• Professional Growth & Development. Take your career to the next level with our Internal Training Center and online Language Courses in the office.
• Inclusive & Supportive Culture. Join a team that values diversity, collaboration, and open communication. We foster an environment where your ideas matter.
• Health & Well-being. We care about your health! Access private health insurance, life insurance, Multisport Card contribution, wellness programs, mental health support, and weekly yoga sessions.
• Extra Perks & Benefits. Enjoy a yearly vacation allowance, Christmas shopping cards, team-building activities, and annual company events.
• Workspace & Tools. Work in a brand-new office equipped with everything you need: ergonomic workstations, modern tools, a Chillout Room with board games, and space to relax.
• Recognition & Rewards. Your efforts won’t go unnoticed. We offer an anniversary bonus and an outstanding referral program bonus.

MKS Inc. and its affiliates and subsidiaries (“MKS”) is an affirmative action and equal opportunity employer: diverse candidates are encouraged to apply. We win as a team and are committed to recruiting and hiring qualified applicants regardless of race, color, national origin, sex (including pregnancy and pregnancy-related conditions), religion, age, ancestry, physical or mental disability or handicap, marital status, membership in the uniformed services, veteran status, sexual orientation, gender identity or expression, genetic information, or any other category protected by applicable law. Hiring decisions are based on merit, qualifications and business needs. We conduct background checks and drug screens, in accordance with applicable law and company policies. MKS is generally only hiring candidates who reside in states where we are registered to do business. MKS is committed to working with and providing reasonable accommodations to qualified individuals with disabilities.

At MKS, it's all about courage, big ideas, and a serious passion for innovation. Winning here is about exploring possibilities, taking action, and solving our customers’ toughest challenges. It's not just a job – it's what you make of it. While you shape your role and make it unique, we invest in you with on-the-job and formal training, as well as educational assistance. Curiosity is key at MKS - ask questions, own your path. Our success comes from celebrating the unique skills, diverse perspectives, and lived experience of employees from over 100 countries. The goal is to make sure that everyone feels that they belong. Diversity isn't just a nice-to-have; making sure everyone feels included is a big deal for us. Our group of ~10,000 employees serves semiconductor manufacturing, electronics and packaging, and specialty industrial markets. With over 3,800 patents, our products are enabling advancements in 5G, renewable energy & storage, artificial intelligence, cloud technology, and big data. We're the behind-the-scenes support for some amazing technology. MKS Instruments enables technologies that transform our world. MKS Instruments Product Overview