Support Manager
Role Overview
Cenorion is an early-stage company building a device-financing and device-management platform for emerging markets, preparing for its first commercial launch.
The Support Manager will build and run the service function from scratch, including its support model, tooling, policies, runbooks, and operational platform requirements.
The role is Dubai-based and explicitly on-site, working closely with leadership and engineering. UAE-based candidates only for this hiring round.
Key Skills for This Role
Full Job Posting
Role overview
Cenorion is an early-stage company building a device-financing and device-management platform for emerging markets, preparing for its first commercial launch.
The Support Manager will build and run the service function from scratch, including its support model, tooling, policies, runbooks, and operational platform requirements.
The role is Dubai-based and explicitly on-site, working closely with leadership and engineering. UAE-based candidates only for this hiring round.
What you will do
- Own the support model end to end, including severity levels, response targets, coverage, and escalation across first, second, and third lines.
- Define operational needs and have them built into the platform before launch, including an operating record that supports reconstruction of events.
- Select, implement, and configure a service desk platform; Zendesk is the intended choice.
- Write support policies, processes, and runbooks from scratch, and ensure people follow them.
- Run second-line support for the first deployment, then build and lead the team as volume grows.
- Own incident response and reviews that make the platform stronger.
What we are looking for
- Around seven or more years in technical support or service delivery for B2B software or platforms, including three or more years leading second-line support or a service delivery function.
- Must have implemented a service desk platform, written support policy and process from scratch, managed people through those processes, and handled real incidents.
- Zendesk experience is a strong advantage.
- Bonus experience includes fintech, payments or regulated services; Android or mobile device management; ITIL or equivalent; and partners across several countries.
- Building a service function from scratch and running real incidents are stated as hard gates.
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