Senior Enterprise Support Manager

JOIN OUR TEAM:
We are seeking an experienced, highly technical, and customer-obsessed Senior Enterprise Support Manager to lead the support experience for our most strategic and complex global customers. In this role, you will take full ownership of advanced escalations, guide Enterprise customers through critical incidents, collaborate with Product and Engineering on deep technical investigations, and drive continuous improvements that strengthen product stability and customer satisfaction. 

You will act as a trusted advisor to key accounts, anticipate risks before they become escalations, and serve as the highest operational and technical support layer for Enterprise customers. This position is designed for senior professionals who combine strong technical depth with exceptional communication, leadership, and problem-solving capabilities.

EQS Group is a leading international cloud software provider in the areas of corporate compliance and investor relations. We help thousands of companies worldwide cultivate trust by simplifying the complexities of compliance, investor relations, and transparent communication with stakeholders.     Transparency is especially important to us. That is why we communicate all our commitments to sustainability, diversity, equality, and well-being on our homepage and our social media platforms. We do this for you, for us, for everyone – fairly and publicly.     The key to our success is hiring talented people who bring passion to the table every day, take responsibility, and support each other in the best possible way to create a trustworthy environment.

OUR CULTURE DRIVES OUR BENEFITS:
• You're important. A trusting environment and lifelong learning for your individual development. Set personal development goals, and receive support and regular feedback. We support you in equipping yourself for success. 
• Living our values. Take responsibility for a variety of tasks, find out what you like to work on, and find your way to make your own personal impact with us!   
• Great atmosphere. Regular team events, parties, and a talented international team with a common goal that unites us all.  
• Be part of an exciting journey.  Contribute to our success story of becoming the leading European cloud provider for corporate compliance and investor relations solutions. 
• Work-life balance is a must. Work in a modern office in the heart of Barcelona. In addition, we offer flexibility through our hybrid-working model, conveniently arrange your working hours, and the ability to work from abroad within the EU. We provide you with 24 days of paid vacation – because we also value your free time.
• Special Perks Just for You. We offer you other exciting benefits such as meal vouchers for your healthy breaks as well as corporate shopping benefits. 
• Health is a priority.  We offer private health insurance, and you can also benefit from our corporate mental health counselling!

YOUR IMPACT:
Key Responsibilities 

Enterprise Escalation Leadership 

• Own all high-impact and high-complexity Enterprise cases end-to-end, ensuring timely, accurate, and transparent resolution.
• Lead critical incident response calls, coordinate cross-functional teams, and manage stakeholder communication at executive level.
• Conduct detailed post-incident reviews and ensure corrective actions and long-term product improvements are implemented.

Strategic Customer Partnership 

• Act as the senior support liaison for strategic Enterprise accounts, building deep, trust-based relationships.
• Participate in executive business reviews (QBRs/EBRs) and provide guidance on stability, risk areas, and best practices.
• Proactively monitor account health and detect potential risks, recurring issues, or integration challenges.

Advanced Technical Troubleshooting 

• Perform deep technical investigations involving APIs, integrations, logs, authentication flows (SSO/DataSync), and system performance.
• Serve as the final escalation layer before Engineering engagement, ensuring issues are qualified, documented, and reproduced where possible.
• Identify patterns and systemic issues, driving cross-functional initiatives to improve product reliability and scalability.

Operational Excellence & Ownership 

• Define and refine Enterprise support processes, playbooks, and SLA structures.
• Support and mentor Support Managers, ensuring Enterprise-level quality in communication, troubleshooting, and ticket handling.
• Lead major improvement initiatives around incident response, escalation workflows, and customer communication standards.

Cross-Functional Collaboration 

• Work closely with Engineering, SRE, Product, Customer Success, and RevOps to resolve customer issues and align strategic improvements.
• Provide structured insights into Enterprise issues to influence product roadmap and customer experience initiatives.
• Assist in drafting technical documentation, user guides, and best practice content for complex enterprise scenarios.

Systems, Tools & Data 

• Use and optimize systems such as Zendesk, Salesforce Service Cloud, Jira, and monitoring tools to manage advanced cases.
• Support KPI reporting and analysis for Enterprise metrics: SLA performance, escalations, incident trends, and account-specific health indicators.
• Maintain excellent documentation standards and contribute to continuous knowledge base improvements.

THIS IS YOU:
• 5+ years of experience in technical support or customer support in a SaaS/B2B enterprise environment.
• Strong track record handling mission-critical escalations and complex customer environments.
• Advanced troubleshooting capabilities across APIs, integrations, authentication, logs, and data flows.
• Exceptional communication and stakeholder management skills, including experience working with senior customer executives.
• Strong understanding of SaaS architectures, cloud environments, and enterprise-grade integrations (SSO, SAML, SCIM, audit logs).
• Ability to lead cross-functional collaboration during high-pressure incidents.
• Fluency in German, English, Spanish, Italian; additional languages are a plus.