Technical Support Team Manager

Employment Type: Full-time (Remote, Office, or Hybrid)

At Varyence, we build products for our clients with people who care about what they do. No micromanagement, no bureaucracy — just ownership and a team focused on moving things forward together.

Interview Stages:
1) HR Interview up to 40 minutes;
2) Technical Interview up to 1 hour;
3) Client interview.

Project overview (USA): This is a system, developed to provide stable remote access for company’s employees to the workstations (PCs or VMs) located in the corporate network without breaking any security. Our system simplifies Access and Device Security for organizations.

Schedule (Kyiv time): 15:00 — 23:00.

If you possess the following experience and skills, you would be an excellent fit for our team:

• 5+ years of experience in technical support, systems administration, infrastructure, or a similar technical role;

• 2+ years of experience leading, managing, or mentoring a technical support team;

• Strong hands-on experience with Windows Server, Active Directory, Entra ID, and Windows Remote Desktop Services (RDS/RDS Farms);

• Experience with virtualization and both on-premises and cloud-based infrastructure, preferably Azure;

• Strong knowledge of network configuration and troubleshooting, including DHCP, DNS, firewalls, and network switches;

• Experience with PowerShell scripting and automation;

• Experience supporting Windows desktop environments;

• Experience with macOS and Linux is a plus;

• Experience with Azure Containers and Kubernetes is a plus;

• Experience supporting SaaS products and production environments;

• Experience in a healthcare environment is a plus;

• Practical experience using AI-assisted tools (e.g., Claude, GPT or similar) to improve technical support, troubleshooting, automation, and documentation;

• Advanced verbal and written English communication skills;

• Strong leadership, communication, organizational, and problem-solving skills;

• Proactive, customer-focused, and ownership-driven approach.
  

Your responsibilities will include the following tasks within your workflow: 

• Lead and develop the technical support team, providing coaching, mentoring, along with managing team productivity and performance;

• Monitor support operations and live chat activity to identify issues, recurring problems, and areas where the team needs support;

• Provide hands-on technical expertise and help resolve complex client, server, infrastructure, and product-related issues;

• Support customer onboarding, technical demonstrations, and complex customer engagements;

• Client interactions: leading pre-sales meetings, presenting the product and answering any and all technical questions from clients, being able to present from a sandbox environment and ready to demonstrate all aspects of the product;

• Client onboardings: leading the onboarding of new clients, following up with them and communicating client needs to the other teams;

• Maintain and continuously improve the internal and external Knowledge Base;

• Identify opportunities to improve support processes, documentation, automation, and overall team efficiency;

• Configure, support, and troubleshoot Windows desktops, servers, Active Directory, Entra ID, RDS environments, virtualization, and network infrastructure;

• Collaborate with development teams to ensure smooth technical operations and successful customer implementations;

• Use modern tools, including AI-assisted solutions, to improve technical support and operational efficiency.
  

You are special for us, so we offer special benefits for you:

• Stable working environment where you can develop and grow your skills;

• Career opportunities within a multi-national company;

• Competitive compensation (based on market data, but also depending on the technical level and expertise of the candidate);

• A supportive team that values your input and suggestions and is fun to work with;

• Health insurance coverage (include dentist services and more);

• Cool comfortable office in the Lviv city center with facilities (company paid lunches, lounge rooms, parking spot);

• Annual paid days off (vacation, additional days, sick leaves) and state holidays celebration;

• Flexible work schedule;

• Free English classes (online) with awesome teacher;

• Performance review and salary raises twice per year;

• Annual bonus;

• Relocation coverage to Lviv;

• Coverage business trip to Lviv and Croatia (Kastela);

• Corporate gifts, celebrations, and fun activities;

• And one more important thing, we are pet friendly and invite all the animals to visit our office.