📍 Job Overview

Job Title: Technical Support Manager, EMEA
Company: SOTI
Location: Bucharest, Romania (Remote)
Job Type: Full-Time, Hybrid
Category: IT Management, Technical Support
Date Posted: July 31, 2025
Experience Level: 5-10 years
Remote Status: Hybrid (Remote + On-site)

🚀 Role Summary

Lead and manage technical support teams across EMEA, ensuring exceptional customer support and service level agreements (SLAs) are met.
Foster a culture of continuous improvement, coaching team members to develop their skills and advance their careers.
Collaborate with cross-functional teams to streamline processes and drive operational excellence.
Analyze performance metrics and report on key indicators to senior management.

📝 Enhancement Note: This role requires a strong balance of technical acumen, leadership skills, and stakeholder management to succeed in a dynamic, global environment.

💻 Primary Responsibilities

Team Management: Oversee day-to-day activities of technical support teams, ensuring high-quality service and customer satisfaction.
Performance Coaching: Conduct regular one-on-ones with team members to assess performance, provide feedback, and set development goals.
Process Improvement: Identify inefficiencies in existing processes and implement improvements to enhance team productivity and customer experience.
Reporting & Analytics: Prepare and present monthly performance reports to senior management, highlighting key metrics and trends.
Stakeholder Communication: Collaborate with other departments, such as sales, marketing, and product, to align support strategies with business objectives.
Resource Allocation: Ensure team members have the necessary resources and tools to perform their jobs effectively and meet departmental goals.

📝 Enhancement Note: Success in this role will depend on the manager's ability to balance tactical, day-to-day tasks with strategic, long-term planning and improvement.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field.

Experience: Minimum 3+ years of technical support management experience and 6+ years of experience as a technical support lead.

Required Skills:

Proven leadership and team management skills
Strong problem-solving abilities and analytical mindset
Excellent communication skills in English (written and verbal)
Knowledge of mobile computing platforms (Android, iOS)
Familiarity with software technologies such as networking and databases
Any prior experience working with mobile device management solutions is an asset

Preferred Skills:

Experience with Microsoft SQL
Familiarity with Agile methodologies and project management tools
Ability to speak additional European languages

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: €55,000 - €75,000 per year (Based on market research for Technical Support Manager roles in Romania)

Benefits:

Competitive health and dental insurance plans
Retirement savings plan with company match
Generous time-off policies, including vacation, sick leave, and holidays
Employee assistance program (EAP)
Professional development opportunities, including training and certifications
Employee referral bonus program
Flexible work arrangements and remote work options

Working Hours: Full-time, hybrid work arrangement (remote + on-site) with core hours between 9:00 AM - 5:00 PM CET.

📝 Enhancement Note: Salary range is estimated based on market data for Technical Support Manager roles in Romania, considering the candidate's experience level and the company's size and industry.

🎯 Team & Company Context

🏢 Company Culture

Industry: SOTI is a global leader in mobile and IoT device management solutions, serving over 17,000 enterprise customers worldwide.

Company Size: Medium-sized company with a growing global presence, employing around 500-1,000 employees.

Founded: 1999

Team Structure:

Technical Support teams are organized by region (EMEA, APAC, Americas) and level (Level 1, Level 2, Level 3).
The EMEA Technical Support team consists of approximately 20-25 team members, including support engineers, team leads, and the regional manager.

Development Methodology: SOTI follows Agile methodologies for software development and project management, with a focus on continuous improvement and customer satisfaction.

Company Website: SOTI Website

📝 Enhancement Note: SOTI's company culture emphasizes innovation, personal growth, and continuous learning, providing ample opportunities for professional development and career advancement.

📈 Career & Growth Analysis

Technical Support Manager Career Level: This role is a mid-level management position, responsible for leading and managing technical support teams to deliver exceptional customer service and meet service level agreements (SLAs).

Reporting Structure: The Technical Support Manager reports directly to the Vice President of Customer Success and is responsible for overseeing the EMEA Technical Support team.

Technical Impact: The Technical Support Manager plays a crucial role in ensuring customer satisfaction and retention by providing timely and effective support for SOTI's mobile and IoT device management solutions.

Growth Opportunities:

Career Progression: Proven performers may advance to senior management roles, such as Director of Technical Support or Vice President of Customer Success.
Technical Skill Development: SOTI encourages continuous learning and offers training and certification opportunities to help team members develop their technical skills and advance their careers.
Leadership Development: The company provides mentoring and coaching programs to help managers enhance their leadership skills and drive team success.

📝 Enhancement Note: Success in this role offers numerous growth opportunities, both in terms of career progression and technical skill development, making it an attractive position for ambitious professionals seeking to advance their careers in technical support management.

🌐 Work Environment

Office Type: SOTI's global headquarters are based in Canada, with regional offices and remote workers worldwide. The company offers a hybrid work environment, combining remote work with on-site collaboration and team-building activities.

Office Location(s): SOTI's EMEA headquarters are located in Bucharest, Romania, with additional offices in the United Kingdom and Germany. The company also has remote team members based across Europe.

Workspace Context:

Remote Work: SOTI provides remote workers with the necessary tools and resources to perform their jobs effectively, including laptops, software licenses, and remote access to internal systems.
On-Site Collaboration: The Bucharest office offers a modern, collaborative workspace with state-of-the-art technology, meeting rooms, and breakout spaces designed to foster innovation and teamwork.
Cross-Functional Collaboration: SOTI encourages collaboration between technical support teams and other departments, such as sales, marketing, and product, to ensure customer needs are met and business objectives are aligned.

Work Schedule: The Technical Support Manager is expected to maintain a regular work schedule, with core hours between 9:00 AM - 5:00 PM CET. The role may require occasional flexibility to accommodate customer needs and team meetings across different time zones.

📝 Enhancement Note: SOTI's hybrid work environment offers the best of both worlds, providing remote workers with the flexibility to balance their personal and professional lives while also fostering a collaborative, on-site culture that drives innovation and team success.

📄 Application & Technical Interview Process

Interview Process:

Phone/Screening Interview (30-45 minutes): A brief conversation to assess the candidate's communication skills, cultural fit, and understanding of the role and company.
Technical Deep Dive (60-90 minutes): A detailed discussion focused on the candidate's technical support experience, problem-solving skills, and familiarity with mobile computing platforms and databases.
Behavioral Interview (60-90 minutes): An in-depth conversation to evaluate the candidate's leadership skills, team management experience, and ability to thrive in a dynamic, global environment.
Final Interview with Hiring Manager (30-45 minutes): A meeting with the Vice President of Customer Success to discuss the candidate's fit for the role, career aspirations, and alignment with SOTI's company culture.

Portfolio Review Tips (N/A for this role)

Technical Challenge Preparation (N/A for this role)

ATS Keywords: Technical Support Management, Team Leadership, Problem Solving, Mobile Computing, Networking, Databases, Mobile Device Management, SQL, Agile Methodologies, Customer Success, Stakeholder Management, Performance Coaching, Process Improvement, Reporting & Analytics

📝 Enhancement Note: SOTI's interview process is designed to assess the candidate's technical acumen, leadership skills, and cultural fit, ensuring they possess the necessary qualities to succeed in the Technical Support Manager role.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Technical Support Values:

Customer Focus: Put customers first, understanding their needs, and delivering exceptional support experiences.
Continuous Improvement: Embrace a culture of continuous learning and improvement, always seeking to enhance processes and skills.
Collaboration: Work closely with cross-functional teams to align support strategies with business objectives and drive customer success.
Integrity: Uphold the highest ethical standards, acting with honesty and transparency in all interactions.

Collaboration Style:

Cross-Functional Integration: SOTI encourages close collaboration between technical support teams and other departments, such as sales, marketing, and product, to ensure customer needs are met and business objectives are aligned.
Code Review Culture: SOTI follows Agile methodologies for software development and project management, with a focus on continuous improvement and customer satisfaction.
Knowledge Sharing: SOTI fosters a culture of knowledge sharing and learning, with regular training and development opportunities to help team members develop their skills and advance their careers.

📝 Enhancement Note: SOTI's technical support teams operate in a dynamic, global environment, requiring strong collaboration and communication skills to deliver exceptional customer service and drive operational excellence.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Global Customer Base: Manage a diverse, global customer base with varying needs, time zones, and language barriers.
Emerging Technologies: Stay current with the latest mobile and IoT device management solutions, and adapt support strategies to address new technologies and customer requirements.
Performance Optimization: Continuously evaluate and improve support processes to enhance team productivity, customer satisfaction, and service level agreements (SLAs).
Stakeholder Management: Collaborate effectively with cross-functional teams, senior management, and external partners to align support strategies with business objectives and drive customer success.

Learning & Development Opportunities:

Technical Training: SOTI offers regular training and certification opportunities to help team members develop their technical skills and advance their careers.
Leadership Development: The company provides mentoring and coaching programs to help managers enhance their leadership skills and drive team success.
Conference Attendance: SOTI encourages team members to attend industry conferences and events to stay current with the latest trends and best practices in mobile and IoT device management.

📝 Enhancement Note: Success in this role requires a strong balance of technical acumen, leadership skills, and stakeholder management to overcome the unique challenges and capitalize on the numerous growth opportunities presented by SOTI's global, dynamic environment.

💡 Interview Preparation

Technical Questions:

Customer Support Scenario: Describe a complex customer support scenario you've encountered and how you handled it, highlighting your problem-solving skills, communication, and customer focus.
Team Management: Explain your approach to coaching and developing team members, providing examples of successful initiatives you've implemented in previous roles.
Process Improvement: Discuss a time when you identified inefficiencies in a support process and implemented improvements to enhance team productivity and customer experience.

Company & Culture Questions:

SOTI's Mission: How do you align with SOTI's mission to deliver best-in-class mobile and IoT device management solutions, and what motivates you to succeed in this role?
Agile Methodologies: How do you incorporate Agile methodologies into your team management approach, and what benefits have you seen from doing so in previous roles?
Customer Success: How do you define customer success, and what metrics do you use to measure it? How would you ensure SOTI's customers achieve their desired outcomes?

Portfolio Presentation Strategy (N/A for this role)

📝 Enhancement Note: SOTI's interview process is designed to assess the candidate's technical acumen, leadership skills, and cultural fit, ensuring they possess the necessary qualities to succeed in the Technical Support Manager role.

📌 Application Steps

To apply for this Technical Support Manager, EMEA position:

Submit Your Application: Visit the SOTI Careers page and apply for the Technical Support Manager, EMEA role.
Prepare for Phone/Screening Interview: Review SOTI's company culture, mission, and values to demonstrate your alignment and enthusiasm for the role.
Research SOTI's Products & Services: Familiarize yourself with SOTI's mobile and IoT device management solutions to showcase your technical knowledge and understanding of the company's offerings.
Prepare for Technical Deep Dive: Brush up on your technical support experience, problem-solving skills, and familiarity with mobile computing platforms and databases to excel in the detailed discussion.
Reflect on Your Leadership Style: Consider your approach to coaching, developing, and managing team members, and prepare examples of successful initiatives you've implemented in previous roles.
Prepare for Final Interview: Reflect on your career aspirations, alignment with SOTI's company culture, and how you can contribute to the company's mission and success.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with SOTI before making application decisions.

Technical Support Manager, EMEA