Bi-Lingual Support Engineering Operations Manager

Who you are

• Experience managing IT environments on behalf of customers
• Professional fluency in English and at least one of the following: French, German, or Spanish
• Experience with operational metrics (SLA adherence, CSAT, MTTR) to drive support team performance
• Bachelor's degree in Engineering, Computer Science, or a related technical field
• Experience driving projects to improve operations and support-related processes
• Experience handling large enterprise technical customer escalations

What the job involves

• We are seeking an experienced Support Engineering Manager to lead escalations and incident management team
• This role combines technical leadership with operational excellence to ensure seamless handling of complex customer escalations and major incidents
• The ideal candidate will build and lead a high-performing team responsible for resolving critical technical issues across our satellite network infrastructure, while maintaining the highest standards of customer satisfaction
• As the Escalations & Incident Team Manager, you will partner in implementing incident response protocols, managing critical customer escalations, and ensuring rapid resolution of complex technical issues
• You'll work closely with cross-functional teams including, Engineering, and Product teams to drive technical solutions and prevent recurring issues
• Your team will serve as the escalation point for our most challenging technical problems, requiring you to balance tactical incident response with strategic improvements
• This position demands strong technical acumen leadership skills, and the ability to make critical decisions impacting customer endpoints
• Success in this role requires a leader who can thrive in a fast-paced environment, demonstrate technical expertise in satellite communications or networking (AWS TGW, VPC NETDEV), and maintain composure during critical incidents
• You'll be expected to continuously improve our incident management processes, mentor team members, and maintain strong relationships with key stakeholders across the organization
• Lead and develop a team handling high-severity technical escalations and major incidents
• Establish and maintain continuous escalation support with balanced workload distribution across all shifts, including escalation matrices, incident response protocols, and resolution SLAs
• Drive root cause analysis for critical incidents and implement preventive measures
• Oversee incident communication processes and stakeholder management
• Collaborate with NOC, Engineering, and Product teams to resolve complex technical issues
• Manage incident response team capacity and skill development
• Ensure timely resolution of escalated issues and high customer satisfaction
• Develop and maintain incident management playbooks and procedures
• Role requires flexibility to work in a 24x7 operational environment, including rotating shifts and participation in on-call rotation for critical escalations outside regular business hours
• Must coordinate coverage across multiple time zones and be available for major incident management during off-hours, ensuring continuous support and balanced workload distribution across all shifts