Lead the day-to-day operations of a team of Software Engineers and Software Test Engineers responsible for supporting Aras Innovator customers at the highest level of custom patch and hotfix development.
Hire, onboard, mentor, and develop team members
Establish clear goals, priorities, and KPIs aligned with organizational objectives
Represent your team within the Global Support Organization
Serve as the primary escalation point for complex and critical customer incidents
Ensure resolution of issues in accordance with SLAs
Act as a key internal technical leader as part of setting direction on issue intake and resolution
Guide engineers in troubleshooting and root-cause analysis
Partner with engineering teams on code-level fixes
Promote clean, maintainable software practices
Balance short-term fixes with long-term improvements
Work with Product Management, Engineering, and Cloud teams
Influence product direction based on customer trends
Define and manage KPIs tied to SLAs
Improve support processes and escalation workflows
Drive DevOps and modern engineering practices adoption

6+ years of experience in commercial software development
2+ years of leadership experience
Bachelor’s degree (or equivalent experience)
Strong expertise in C# / .NET
Experience building and operating cloud-based systems (Azure preferred)
Hands-on experience with Docker, Kubernetes (AKS or Azure Container Apps), and Helm
Solid understanding of DevOps and CI/CD practices
Strong knowledge of SQL Server and T-SQL
Deep understanding of OOP, SOLID principles, clean architecture, and design patterns
Experience building and consuming REST APIs and working with HTTP-based standards such as OData
Experience working in Agile development environments
Upper-intermediate or higher English (spoken and written).

Senior Manager, Support Development

Key skills