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

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.