Product Support Manager
Bulgaria
Full Time
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.
- Proven effective performance of Level 1–3 support engineers by monitoring outcomes, setting clear expectations, and driving accountability for high-quality issue resolution.
- Experience working within ITSM frameworks (ITIL knowledge is a plus).
- Strong understanding of support metrics and operational performance management.
- Ability to handle customer escalations with professionalism and confidence.
- Strong analytical skills and a structured approach to problem-solving.
- Excellent written and verbal communication skills in English (B2+/C1 level).
- Knowledge of Atlassian ecosystem products is a strong advantage.
We offer:
Financial benefits
- Every Appfire employee is eligible for company equity.
Skills development benefits
- Access to the Appfire University learning platform, a hub of knowledge, interactive resources, and engaging instructor-led courses designed to fuel your learning journey with unparalleled depth and accessibility.
Health Insurance
Volunteering
- 3 fully paid days each year to participate in Appfire’s Corporate Social Responsibility (CSR) Program.
Other
- Ability to work remotely
- Flexible work schedule
- Growth opportunity in a dynamic company
- Work in a highly motivated team
- 25 days paid vacation, team buildings and celebrations, sports card and more
- Transport Card
- Multisport Card
- Food vouchers
Come join us at our new office building! GORA is a new office building located in the heart of the city, within a walking distance from Paradise Mall and Vitosha Metro station. LEED certified GORA offers sustainable and comfortable spaces for the business development of its tenants
#LI-Hybrid
About Appfire
A people-first approach to business
Since its inception, Appfire has been a remote-first company. With 850+ employees (who we call fireflies) across 28 countries, we foster an environment where everyone is respected. We invest in team members by ensuring they grow professionally and personally.
Making an impact
At Appfire, CSR means embedding purpose, responsibility, and impact into everything we do. We use our people, products, and partnerships to make a meaningful difference in the world, we act responsibly as a business, and we empower communities while strengthening our skills and culture and fostering belonging across Appfire.
In 2015, Appfire joined the Pledge 1% network of organizations committed to philanthropy. Appfire has since grown our Pledge 1% program to include all four pledge types — product, profit, equity, and employee time. We were among the first to do this, and we’re proud that Pledge 1% is part of our evolution.
Our business
Appfire mission to equip and connect every team so they can plan and deliver their best work. We are committed to building a durable, multi-generational business, and to evolving, innovating, and scaling in a way that ensures stability and opportunity for years to come
What’s our secret sauce?
- We follow teams. We do our research and build software that solves real-life collaboration challenges while being easy to implement and a joy to use. We’re proud to support over 20,000 customers and growing, including 55% of the Fortune 500. From the entertainment delivered by Netflix to the devices crafted by Samsung, and Dell Technologies and the financial transactions handled by Visa, Edward Jones, and US Bank, Appfire’s technology is indispensable. Our products also play a pivotal role in streamlining operations and fostering innovation at companies like Tesla and significant institutions such as NASA, Boeing, and many more.
- We enhance. Our software is designed to give developers, knowledge workers, and teams the ability to extend and get greater value from the platforms they’ve invested in and enjoy. So far, our solutions extend and enhance the capabilities offered by Atlassian, Microsoft, monday.com, and Salesforce.
- We build bridges and invest in our partners. Appfire's success is underscored by its channel program as its primary path to market. Today, Appfire has a dedicated Channel team supporting 800+ channel partners.
- We make security and privacy a priority, but we also keep it simple for our customers. We’ve achieved International Organization for Standardization (ISO) 27001 and ISO 27017 and System and Organization Controls (SOC) SOC 2, Type I and SOC 2, Type II certifications. Our award-winning Appfire Trust Center, offers our customers, partners, and prospects the latest security, privacy, and compliance information, including pre-completed questionnaires (CAIQ, SIG, and VSA) with an accelerated NDA process and just one EULA to cover it all.
Market recognition
Appfire has been consistently recognized for company growth, culture, corporate social responsibility, and product excellence and has been included among the Deloitte Technology Fast 500, Inc. Best Workplaces, BuiltIn Best Places to Work, and Inc. 5000. Learn more about our accomplishments, which would not be possible without our team members, partners, and customers: https://appfire.com/awards.
Equal Employer Opportunity (EEO)
Appfire is an equal opportunity employer and does not discriminate based on race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other protected characteristic as defined by applicable law. Our commitment extends to all employment practices, including recruitment, hiring, training, promotion, compensation, benefits, and termination.
Req ID: 796
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