Senior Manager Support Development (m/f/d)

Position:    Senior Manager Support Development (m/f/d)
Location:  Available to candidates located in Poland


About Aras

Backed by top-tier investors, Aras is one of the fastest-growing privately held Product Lifecycle Management (PLM) software companies. We reinvent, engineer, and deliver software that empowers organizations to overcome today’s challenges and prepare for tomorrow’s demands.

Aras Innovator is a modern, web-based enterprise platform delivered as cloud, SaaS, and hybrid solutions. Trusted by industry leaders across engineering, manufacturing, and infrastructure, Aras supports organizations in rapidly changing markets through an open, resilient, and highly adaptable technology foundation.

Role Overview

We are seeking an experienced Senior Manager, Support Development to lead a team of Software Engineers and Software Test Engineers responsible for supporting and improving the Aras Innovator platform for global customers.

This role combines technical leadership, operational excellence, and customer engagement, serving as a critical bridge between Support, Engineering, and Product Management.

What You’ll Be Doing

Leadership & Team Management

- Lead the day-to-day operations of a team of Software Engineers and Software Test Engineers responsible for supporting Aras Innovator customers at the highest level of custom patch and hotfix development.

- Hire, onboard, mentor, and develop team members

- Establish clear goals, priorities, and KPIs aligned with organizational objectives

- Represent your team within the Global Support Organization

Customer & Escalation Management

- Serve as the primary escalation point for complex and critical customer incidents

- Ensure resolution of issues in accordance with SLAs

- Act as a key internal technical leader as part of setting direction on issue intake and resolution

Technical Leadership & Execution

- Guide engineers in troubleshooting and root-cause analysis

- Partner with engineering teams on code-level fixes

- Promote clean, maintainable software practices

- Balance short-term fixes with long-term improvements

Cross-Functional Collaboration

- Work with Product Management, Engineering, and Cloud teams

- Influence product direction based on customer trends

Operational Excellence

- Define and manage KPIs tied to SLAs

- Improve support processes and escalation workflows

- Drive DevOps and modern engineering practices adoption

Who You Are

- Strong technical leader with management experience

- Customer-focused and solution-oriented

- Comfortable in a fast-paced global environment

- Strong communicator across technical and business stakeholders

What You’ll Need

• 6+ years of experience in commercial software development
• 2+ years of leadership experience
• Bachelor’s degree (or equivalent experience)
• Strong expertise in C# / .NET
• Experience building and operating cloud-based systems (Azure preferred)
• Hands-on experience with Docker, Kubernetes (AKS or Azure Container Apps), and Helm
• Solid understanding of DevOps and CI/CD practices
• Strong knowledge of SQL Server and T-SQL
• Deep understanding of OOP, SOLID principles, clean architecture, and design patterns
• Experience building and consuming REST APIs and working with HTTP-based standards such as OData
• Experience working in Agile development environments
• Upper-intermediate or higher English (spoken and written)