Software Support Manager
Open Web Technology (OWT)
full-time
Posted on:
Location Type: Hybrid
Location: Bern • 🇨🇭 Switzerland
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
DockerITSMJavaKubernetesLinuxSpringSQL
About the role
- Transformation and industrialization of customer support for the software solutions we develop and operate
- Continuous improvement of operational efficiency, service quality, and customer experience while managing high technical complexity
- Structuring and standardizing support processes to ensure consistency, quality, and scalability
- Establishing a governance framework (SLAs, KPIs, knowledge management)
- Identifying and implementing levers for continuous improvement and automation
- Leading and developing the support team; close collaboration with development, project, and infrastructure teams
- Driving change management and fostering a culture of service excellence
- Handling complex incidents, performing root cause analyses, and contributing to code fixes or optimizations
- Monitoring application performance, reliability, and security
Requirements
- Proven experience in structuring or transforming a support organization in a software environment
- Strong knowledge of Java/Spring, SQL, Docker/Kubernetes, CI/CD, and Linux
- Confident use of ITSM tools and an understanding of DevSecOps practices
- Strong leadership skills, analytical thinking, and a solution-oriented approach
- English (C1); professional German; French is a plus
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
JavaSpringSQLDockerKubernetesCI/CDLinuxITSM toolsDevSecOpsroot cause analysis
Soft skills
leadershipanalytical thinkingsolution-oriented approachchange managementservice excellence