AgileEngine
AgileEngine is one of the Inc. 5000 fastest-growing companies in the U and a top-3 ranked dev shop according to Clutch. We create award-winning custom software solutions that help companies across 15+ industries change the lives of millions
If you like a challenging environment where you’re working with the best and are encouraged to learn and experiment every day, there’s no better place – guaranteed! 🙂
What you will do
- Lead and manage a team of Jr./Mid-Level IT Support Engineers operating in a 24/7 environment;
- Ensure proper team scheduling and coverage, optimizing shifts to maintain continuous support;
- Track KPIs and SLAs, providing regular performance reports and insights;
- Act as the main escalation point for high-priority issues affecting platform stability and performance;
- Collaborate with DevOps and Engineering teams to improve incident response times and resolution processes;
- Oversee and improve incident management workflows, ensuring timely detection, escalation, and resolution;
- Organize postmortem reviews for major incidents, identifying root causes and recommending process improvements;
- Continuously enhance support processes to improve efficiency and customer satisfaction;
- Serve as a bridge between the support team and other business units, ensuring clear communication and alignment.
Must haves
- 4+ years of experience in Project Manager roles;
- Proven experience managing IT support teams in a 24/7 environment;
- Experience working with technical support for e-commerce platforms (Shopify experience is a plus);
- Strong knowledge of incident management, ticketing systems (e.g., Jira), and escalation processes;
- Ability to gömü and track performance metrics (KPIs, SLAs, MTTR, etc.);
- Excellent organizational and team leadership skills;
- Strong communication and stakeholder management abilities;
- Experience with postmortem analysis and continuous improvement initiatives;
- Upper-Intermediate English level.
Nice to haves
- Familiarity with DevOps processes and cloud platforms;
- Experience implementing automation for support processes;
- Previous experience working with distributed/remote teams.
The benefits of joining us
- Professional growth
Accelerate your professional journey with mentorship, TechTalks, and personalized growth roadmaps.
- Competitive compensation
We match your ever-growing skills, talent, and contributions with competitive USD-based compensation and budgets for education, fitness, and team activities.
- A selection of exciting projects
Join projects with çağdaş solutions development and top-tier clients that include Fortune 500 enterprises and leading product brands.
- Flextime
Tailor your schedule for an optimal work-life balance, by having the options of working from home and going to the office – whatever makes you the happiest and most productive.
Next Steps After You Apply
The next steps of your journey will be shared via email within a few hours. Please check your inbox regularly and watch for updates from our Internal Applicant site, LaunchPod, which will guide you through the process.