Head of Support

About Us

Phoeniqs Technologies is an innovative tech company specializing in the development of forward-looking software solutions. Our bright, green office spaces create an atmosphere where people feel comfortable and can work productively.

We are growing! To strengthen our Tech team, we are looking to hire—effective immediately or by mutual agreement—a strategically minded professional as Head of Support.

Responsibilities

• Manage and coordinate a team of technical support specialists, ensuring coverage during business hours (9-5) and coordinating night shift rotations among team members
• Oversee first-level infrastructure support for OpenShift, DevOps tooling, and monitoring platforms (Zabbix, Prometheus, Grafana), ensuring timely and accurate responses to both internal teams and external customer requests
• Monitor and optimize ticket management processes through Jira and other ticketing systems, ensuring proper categorization, prioritization, and traceability of all requests 
• Define, monitor, and ensure compliance with agreed SLAs for both internal and customer-facing support, implementing corrective actions when necessary to maintain service standards
• Manage communication with internal teams and external customers through the ticketing system, ensuring high levels of satisfaction and professionalism in all interactions
• Coordinate escalation of complex issues to second and third-level support teams, while maintaining responsibility for communication until resolution
• Develop and implement standard operating procedures, knowledge base articles, and training materials to improve team efficiency and support quality

Requirements

• Proven experience of at least 3-5 years managing technical support teams serving both internal users and external customers, preferably in enterprise IT environments with shift-based operations
• Solid knowledge of container technologies (Kubernetes/OpenShift), DevOps practices, and monitoring tools such as Zabbix, Prometheus, and Grafana, with ability to understand and resolve first-level issues
• Experience using and administering ticketing systems such as Jira, with ability to configure workflows, reports, and dashboards for performance monitoring
• Demonstrated competence in managing SLAs, support metrics (response time, resolution time, customer satisfaction), and producing periodic reports
• Excellent leadership, communication, and priority management skills, with strong problem-solving abilities and stress management in critical situations
• Fluent in English (both written and spoken) for communication. Knowledge of German is big plus.
• Familiarity with ITIL methodologies and service management best practices, with a focus on continuous process improvement