Technical Support Manager (Incident Commander)

Jamf; Remote; USD 80,000 - 100,000; Full time

Job summary

A leading technology company is looking for a Manager, Technical Support to lead a remote team in Poland. This full-time position involves overseeing day-to-day operations, providing effective customer support, and coordinating incident management during weekend shifts. Candidates must be based in Poland with the right to work there. Ideal applicants will possess strong leadership skills and experience in technical support roles, ensuring their team delivers exceptional customer experiences.

Qualifications

• Experience leading a technical support team is essential.
• Ability to ensure timely and effective customer support.
• Skilled in incident management and coordination.

Responsibilities

• Oversee day-to-day operations of the support team.
• Act as Incident Commander for critical issues.
• Align team performance with business goals.

Job description

At Jamf, we empower people to be their best selves and do their best work. The Manager, Technical Support works in the12-hour shifts. The shift work includes working only during weekends (Friday, Saturday and Sunday) and Polish Bank Holidays 10 am – 10 pm. This is a full-time position.

The Manager, Technical Support is responsible for the day-to-day leadership of a Technical Support team, ensuring timely, effective, and empathetic customer support. This role works closely with cross-functional partners to align team performance with strategic business goals and customer outcomes. The Manager supports their team in understanding the what, the how, and the why of support priorities — from service quality and customer satisfaction to operational excellence. As a skilled people leader and customer advocate, the Manager empowers their team to grow in their craft and deliver exceptional support experiences.

This role is also accountable for weekend operational leadership and serves as the designated Incident Commander for critical issues occurring during assigned coverage windows, ensuring rapid coordination, clear communication, and effective resolution of high-severity incidents. While deeply involved in incident coordination, this role is not expected to serve as the primary technical resolver, but to lead, coordinate, and enable effective resolution.

This role is remote inPoland. We are only able to accept applications for those based in Poland and have sponsorship to live and work in Poland.