Job VC
Technical Support & Delivery Manager
Technologies
Description
The team in Ukraine has been working since 2016, it includes 16 professionals in their field working with clients Worldwide.
We offer the market Iconduct Self Service Integration Platform, which integrates between various custom information systems.
The platform consolidates the data of all required business applications into a single dashboard that can operate as a cloud service, on-premises, or hybrid solution.
The solution uses advanced AWS technologies.
The uniqueness of Iconduct Self-Service Integration Platform lies in its flexibility and the possibility of additional customization for the needs of a particular company.
Product stack: ASP.NET, JavaScript, MVC and SignalR, relational DB. Microservices
As part of our growth, we are expanding both our
technical support and delivery capabilities
, and are looking for a candidate who can
combine hands-on technical expertise with leadership potential
, supporting customers while gradually taking ownership of delivery and support operations.
Responsibilities:
Technical & Operational Responsibilities
Provide Tier 2 technical support via tickets, chats, and web conferences
Perform remote troubleshooting of on-prem and cloud environments
Deploy and support the IConduct platform on customer infrastructure
Work closely with R&D and Delivery teams to ensure high-quality solutions
Provide
L3 technical support
and escalation handling for L1 and L2 teams
Manage production environments including
deployments, monitoring, and stability control
Ensure proper documentation, logging, and incident tracking
Managerial & Delivery Responsibilities
Lead and manage a team of
support and integration engineers (7+ employees)
Oversee
shift management and support coverage
to ensure SLA compliance
Manage
end-to-end delivery of professional services projects
Act as a focal point for
customer success and escalation management
Support and mentor team members, including onboarding and knowledge sharing
Drive
operational excellence
across support and delivery processes
Coordinate between support, delivery, and customer stakeholders
Manage workload and prioritization across multiple customers and projects
Ensure high-quality service for
50+ customers across enterprise and startup environments
Requirements:
Technical Requirements
5+ years of experience in technical support (more senior profiles welcome)
Strong experience with
REST/SOAP APIs
(Postman / SoapUI)
Experience working with
databases (SQL — MS SQL / MySQL / Oracle)
Familiarity with
CRM and ERP systems
Experience with
file systems and integration flows
Understanding of CI/CD and production deployment processes
Experience working in
cloud/SaaS/PaaS environments
Ability to analyze logs, configurations, and diagnose system issues
Managerial & Professional Experience
Experience leading
support and/or delivery teams (7+ employees)
Experience in
shift management and operational planning
Hands-on experience with
production environments and release control
Experience providing
L3 escalation support
Proven experience leading
customer-facing projects and professional services
Commercial/customer-facing experience working with
global customers
Tools & Systems
Experience with tools such as
Zoho, TFS, or Jira
Familiarity with CRM/ERP platforms (Salesforce, Priority, NetSuite — advantage)
Additional Requirements
Strong English communication skills
Analytical and problem-solving mindset
Ability to work in a fast-paced, multi-customer environment
Nice to Have
Background in development (.NET / Python)
Bachelor’s degree in Computer Science or related field
Experience with real-time support/chat systems
We offer:
Challenging tasks
Opportunity to learn new approaches in a highly-demanded cloud technologies
Career growth
Paid vacation (20 working days per year)
Paid sick leaves
Fixed working hours
A friendly team of experts who inspire and support you
We offer the market Iconduct Self Service Integration Platform, which integrates between various custom information systems.
The platform consolidates the data of all required business applications into a single dashboard that can operate as a cloud service, on-premises, or hybrid solution.
The solution uses advanced AWS technologies.
The uniqueness of Iconduct Self-Service Integration Platform lies in its flexibility and the possibility of additional customization for the needs of a particular company.
Product stack: ASP.NET, JavaScript, MVC and SignalR, relational DB. Microservices
As part of our growth, we are expanding both our
technical support and delivery capabilities
, and are looking for a candidate who can
combine hands-on technical expertise with leadership potential
, supporting customers while gradually taking ownership of delivery and support operations.
Responsibilities:
Technical & Operational Responsibilities
Provide Tier 2 technical support via tickets, chats, and web conferences
Perform remote troubleshooting of on-prem and cloud environments
Deploy and support the IConduct platform on customer infrastructure
Work closely with R&D and Delivery teams to ensure high-quality solutions
Provide
L3 technical support
and escalation handling for L1 and L2 teams
Manage production environments including
deployments, monitoring, and stability control
Ensure proper documentation, logging, and incident tracking
Managerial & Delivery Responsibilities
Lead and manage a team of
support and integration engineers (7+ employees)
Oversee
shift management and support coverage
to ensure SLA compliance
Manage
end-to-end delivery of professional services projects
Act as a focal point for
customer success and escalation management
Support and mentor team members, including onboarding and knowledge sharing
Drive
operational excellence
across support and delivery processes
Coordinate between support, delivery, and customer stakeholders
Manage workload and prioritization across multiple customers and projects
Ensure high-quality service for
50+ customers across enterprise and startup environments
Requirements:
Technical Requirements
5+ years of experience in technical support (more senior profiles welcome)
Strong experience with
REST/SOAP APIs
(Postman / SoapUI)
Experience working with
databases (SQL — MS SQL / MySQL / Oracle)
Familiarity with
CRM and ERP systems
Experience with
file systems and integration flows
Understanding of CI/CD and production deployment processes
Experience working in
cloud/SaaS/PaaS environments
Ability to analyze logs, configurations, and diagnose system issues
Managerial & Professional Experience
Experience leading
support and/or delivery teams (7+ employees)
Experience in
shift management and operational planning
Hands-on experience with
production environments and release control
Experience providing
L3 escalation support
Proven experience leading
customer-facing projects and professional services
Commercial/customer-facing experience working with
global customers
Tools & Systems
Experience with tools such as
Zoho, TFS, or Jira
Familiarity with CRM/ERP platforms (Salesforce, Priority, NetSuite — advantage)
Additional Requirements
Strong English communication skills
Analytical and problem-solving mindset
Ability to work in a fast-paced, multi-customer environment
Nice to Have
Background in development (.NET / Python)
Bachelor’s degree in Computer Science or related field
Experience with real-time support/chat systems
We offer:
Challenging tasks
Opportunity to learn new approaches in a highly-demanded cloud technologies
Career growth
Paid vacation (20 working days per year)
Paid sick leaves
Fixed working hours
A friendly team of experts who inspire and support you