Product Support Manager

Confirmed live in the last 24 hours

Appfire

Bulgaria

Hybrid

Posted March 13, 2026

Job Description

At Appfire, we believe that great work happens when people get to choose how they work. After 20 years of creating software that empowers teams to break silos and collaborate seamlessly, we've learned that one size does not fit all. That’s why at Appfire, you choose.

Choose to work where you thrive: Whether from home, in one of our offices, or while exploring the world, you decide where you’re most productive. From hardware and software to access to two decades of collective wisdom on working effectively in a remote-first company, we’ve got you covered.

Choose to balance your life without compromise: Plan your workday around your needs and what matters most to you. Enjoy flexible time off without the hassle of complicated approvals. From day one, we trust you to deliver quality work without sacrificing your personal life, hobbies, loved ones, and well-being.

Choose to grow on your terms: Take charge of your professional growth with access to online learning platforms, facilitated training, leadership programs, and internal hackathons. Collaborate with a global team to gain fresh perspectives. When you're ready for a new challenge, our internal mobility program is here to support your journey.

No one knows you better than you do. So join us and customize your experience. Choose how you want to work. Choose Appfire.

Due to Appfire's exponential growth, we are seeking a talented and experienced professional to join our team as a Product Support Manager in the Product Support team. In this significant role, you will lead teams, define, plan, and direct support deliverables for multiple Appfire enterprise-class products.

There will be many opportunities to showcase your deep technical knowledge, people management, keen analytical and problem-solving skills, and organizational skills. You will have the opportunity to work with Appfire’s growing list of enterprise customers and flagship products.

Responsibilities

Technical area:

YOwn end-to-end team delivery results (quality, SLA adherence, customer satisfaction, operational efficiency).
Monitor team performance and ensure accountability for outcomes.
Drive continuous improvement in support processes, tooling, and customer experience.
Oversee major customer escalations and ensure timely and professional resolution.
Collaborate closely with Product Management and Engineering teams to address systemic issues, improve product quality, and ensure customer feedback translates into actionable improvements.
Partner with other Support Managers across regions to align on strategic priorities, share best practices, and drive global support excellence initiatives.
Ensure knowledge base documentation remains accurate, complete, and up to date.
Operate within established ITSM methodologies to manage incidents, problems, and change-related processes.
Ensure effective execution of the 24x5 global support model, working standard business hours during the week, with flexibility to participate in a rotating weekend on-call coverage (currently approximately once per month, with potential to decrease as the team scales).

People management area:

Plan, identify, and set up personal growth opportunities for the team.
Perform monthly OKR driven performance reviews of direct reports.
Lead a team with a strong focus on ownership and accountability.
Contribute to recruiting, orienting, and training new employees.
Ensure a safe, secure, and legal work environment for direct reports.

Qualifications

Proven experience leading a technical support or service team within the software industry (preferably SaaS or enterprise applications).
Be accountable, take ownership, and have a strong customer focus.
Solid understanding of enterprise-level applications and customer environments.

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