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Global Support Manager



A management role in delivering quality technical customer support to Software AG customers and partners, in accordance with departmental goals and objectives for quality, response and resolution times, and customer satisfaction.  The Global Support Manager manages Global Support Consultants in achieving workload management and Support Incident resolution.  Represents product support-ability and readiness needs for a product line and works with engineering counterparts in Research and Development (R&D) as an advocate of the customer's interests for those products


Tasks and Responsibilities:
Management of daily activities of a defined team of Global Support Consultants.
Reviews workload for Global Support Consultants, including coaching, advice, consultation and collaboration
Identifying training requirements for team
Periodic Support Incident summaries and participation in conference calls for customers with high-priority issues
Attendance at regularly scheduled training events and "transfer-of-information" sessions with Research and Development
Comprehensive and current development plan in place for every employee.
Effectiveness of regularly scheduled 1-1's and team meetings.



Academic Degree:
•    Bachelor's Degree / Master in Computer Science or a related field or equivalent experience


Professional Experience in year(s):  2


Special Knowledge:

  • At least 2 years supervisory experience in a software support role
  • Experience with relevant technology which may include (some may be specific to a product line)
  • Strong customer focus
  • Superior written and verbal skills


IT Skills:
Experience with relevant technology which may include : - demonstrated understanding of enterprise application integration (EAI), business process management (BPM) or services  oriented architecture (SOA) technology, , Familiarity with a variety of operating system fundamentals. Example Windows, UNIX, Linux,.  Familiarity with several major corporate enterprise software suites and standards applicable to the product line (e.g. SAP, PeopleSoft, MQSeries, WebSphere, RosettaNet



English,   Spanish a plus



  • Health Insurance starts your first day on the job
  • Three weeks paid vacation & three weeks paid sick leave
  • 10 paid holidays (including a floating holiday and a community service day)
  • 401(k) Plan with up to 5% employer match
  • Business Casual office


Software AG is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.


Click on the link to view the full EEO statement


















Nearest Major Market: Denver

Job Segment: Engineer, ERP, Manager, Computer Science, Engineering, Technology, Management, Research

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