Support Manager

• Provide advanced technical support and resolve complex interoperability incidents beyond Level 1 and 2 capabilities.

• Conduct root cause analyses of recurring or critical issues and propose sustainable long-term solutions.

• Ensure SLA compliance and maintain detailed troubleshooting and resolution documentation.

• Act as technical coordinator for cross-border operational issues between Member States.

• Support the interoperability and secure communication.

• Guide and mentor Level 1 and 2 teams, improving technical capacity and consistency.

• Advise on planning, prioritization, risk management, and mitigation strategies.

• Maintain and update collaborative knowledge platforms (e.g., wikis, knowledge bases) and implementation documentation.

• Draft and review user manuals, technical guidelines.

• Contribute to system design and quality assurance, including requirement analysis, process modelling, and data structure validation.

• Support testing, validation, and deployment in coordination with the the client and stakeholders.

• Prepare structured reports, presentations, and briefings for technical and business audiences, including Member State authorities

• Minimum 5 years of experience in IT support or operations, with a focus on advanced troubleshooting.

• Proven experience managing incidents via ticketing systems and ensuring SLA compliance.

• Strong understanding of networking protocols, cloud platforms, and enterprise software.

• Experience with distributed systems, relational databases (SQL), and data modelling.

• Proficiency in ETL tools and data modelling techniques.

• Solid knowledge of wiki and collaborative platforms (e.g., Confluence, Wiki).

• Familiarity with Agile methodologies and tools (e.g., JIRA, Confluence).

• Experience working in international, multicultural teams within highly regulated environments.

• Experience in requirements engineering, BPMN/UML, and conceptual and logical data modelling.

• Familiarity with ITIL processes and frameworks.

• Excellent ability to draft structured documentation and reports.

• Strong analytical and problem-solving skills.

• Experience with identification, authentication, and authorisation solutions (asset).

• Knowledge of non-relational databases and business intelligence tools (asset).

• Familiarity with EU legislation and the ability to translate legal requirements into technical specifications (asset).

• Experience as Solution Designer or Product Owner (asset).

• Bachelor's or Master's degree in Computer Science, IT, Engineering, or a related field.

• Ability to analyze complex issues and develop effective, long-term solutions.

• Excellent communication, documentation, and interpersonal skills.

• Fluency in English is required; French is a strong asset.

• Proactive, detail-oriented, and comfortable working in a multicultural environment.

We'll propose you:

• An attractive salary package with benefits.

• A healthy work-life balance in a flexible and modern environment.

• The assurance of working with cutting-edge technologies in an entrepreneurial and innovative spirit.

• Opportunities to develop your skills through tailor-made training and continuous learning.

• A friendly, human-scale workplace where collaboration and innovation thrive.

If you wish to join a dynamic structure on a human scale while working with the latest technologies, don't wait any longer — join Cronos