Project Manager – Ecommerce, SaaS
Rithum
Cloud
Manager, Application Support
Lumin Digital
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $150,000 - $190,000 per year
Job Level
Mid-LevelSenior
Tech Stack
CloudSwift
About the role
- Lead and manage a team of Application Support Engineers, ensuring timely and effective issue resolution.
- Document, analyze, and report on client satisfaction and team performance metrics to senior leadership.
- Collaborate closely with the Chief Cloud Officer to ensure proper team staffing, resources, and access to essential tools.
- Proactively engage and communicate with customers, effectively managing issues to prevent escalations.
- Provide expert technical guidance and mentorship to Application Support Engineers for complex issue resolution.
- Direct and oversee resolution efforts for incidents, ensuring swift responses and clear communication.
- Prioritize and delegate tasks strategically to optimize productivity, team efficiency, and customer satisfaction.
- Implement continuous process improvements to streamline operations and enhance support effectiveness.
- Perform additional duties as assigned.
Requirements
- Bachelor’s degree or higher in a relevant field, or equivalent experience required.
- Three (3) years of experience leading an application support team.
- Experience with Atlassian software or similar development tools required
- Experience supporting a complex hosted application required
- Deep understanding of application support methodologies and incident management in cloud-based environments.
- Calm and serious attitude, technical aptitude, healthy skepticism, appropriate sense of urgency, and communication skills to effectively coordinate with internal team members.
- Must have strong client orientation and demonstrate professional demeanor that earns the trust and respect of individuals inside and outside Lumin Digital
- Ability to prioritize tasks, exercise sound judgment, and maintain confidentiality with sensitive information
- Excellent communication, interpersonal, and presentation skills
- Ability to work remotely while maintaining a high level of productivity and effectiveness, managing a highly performing team with limited or no supervision
- Demonstrated commitment to continuous improvement, customer-centric mindset, ownership, and integrity.
