Global User Support Lead

TECHVIFY Corporation is an End to End AI-Powered Digital Transformation Partner.

At TECHVIFY, we don’t just build software.

We engineer breakthroughs.
We innovate with AI, craft with code, and scale with cloud.

We partner with startups, enterprises, and even competitors on a shared mission:
To turn bold ideas into real-world impact.

If you’re looking to lead digital transformation through intelligent software, we’re ready to build with you.

Let’s create the future – together.

Team Management:

• Lead and manage the Global User Support (GUS) team
• Assign tasks, manage resource capacity, and monitor team performance to meet service level agreements (SLAs).
• Provide coaching, training, and support to team members.

Incident and Request Management:

• Act as the second-level escalation point for unresolved or critical incidents.
• Oversee the handling of incidents, service requests, and business queries reported by users.
• Ensure timely and effective resolution of issues in alignment with business needs.

System & UAT Support:

• Coordinate and participate in User Acceptance Testing (UAT) for new features, bug fixes, or system enhancements.
• Validate system stability and usability before deployment to production environments.

Release Coordination:

• Collaborate with development, QA, and deployment teams to plan and monitor system releases.
• Ensure all dependencies and testing are completed before release dates.
• Communicate and coordinate with stakeholders to minimize production impact.

Data Analysis and Continuous Improvement:

• Analyze incident trends and system usage data to identify recurring issues.
• Work with product and development teams to improve system reliability and user experience.
• Recommend and implement process improvements in the support workflow

· Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field.

· Minimum 4–6 years of experience in IT support or application support roles, with at least 2 years in a leadership capacity.

· Experience supporting users in a manufacturing or production environment is preferred.

· Solid understanding of incident management, service request handling, and UAT processes.

· Excellent problem-solving, communication, and coordination skills.

· Familiarity with ITSM tools (e.g., ServiceNow, Jira) and user support metrics.

· Ability to work under pressure and manage competing priorities across locations and time zones.

· Fluent in English; knowledge of local languages (if applicable) is a plus.

• Salary: Up to 40M
• Join a global team and work directly with many talents around the world.
• Opportunities for onsite work in Japan, Singapore, Australia, and many other countries.
• Work and grow in a dynamic, creative, and professional environment.
• Healthcare: Premium Health Insurance TECHVIFY Care
• 13 months’ salary per year.
• Annual salary evaluation.
• Sponsor and encourage staff to study courses by covering tuition fees, such as Udemy, Coursera.

If you are a driven and talented Software Engineer looking for an opportunity to be part of something extraordinary, please submit your resume and cover letter for consideration.

Join our team and let’s create amazing things together! Send your updated CV to this email address:

• Email: [email protected]
• About us: https://techvify-software.com/