Technical Support Enablement Manager (APAC or EMEA) bei Holocene in Remote

Arbeitsbeschreibung - Technical Support Enablement Manager (APAC or EMEA)

Your mission

Role Overview
We are hiring Technical Support Enablement Managers to build and provide technical service support for our global B2B SaaS platform serving enterprise clients. This role acts as the first point of contact for technical inquiries, drives high-quality resolution, monitors product usage quality, identifies bugs, and ensures structured escalation to higher tiers.

The position is fully written (non-voice) and requires accuracy, speed, and strong product learning capability.

Its important you are comfortable working GMT+8 timezones.

Key Responsibilities
Customer & L1 Technical Support
Respond to inquiries via chat and email in clear, professional English
Resolve common issues (login, permissions, configuration, product usage)
Follow troubleshooting playbooks and internal workflows
Maintain professional tone and expectation management
Ticket & SLA Management

Accurately categorise, prioritise, and document tickets
Use macros/templates consistently
Ensure clear internal notes and handovers
Adhere to SLA and priority frameworks across time zones

Internal Support & Escalation
Identify and escalate issues to L2 when required
Partner with Q&A to validate reproducibility and impact

Submit high-quality bug reports (clear summary, reproduction steps, logs, business impact)
Detect recurring patterns indicating product defects

Proactive Enablement
Develop support content (Help Centre, Academy)
Build scalable enablement systems
Contribute to root cause feedback loops
Align support performance with customer success outcomes

Your profile

Required Experience

Must Have:
Strong written English (chat/email support experience)
SaaS or web-based platform support experience
Intercom and Slack familiarity
Experience creating support documentation
Understanding of SLAs and global support models
Exposure to enterprise customer environments
Supply chain knowledge preferred

Soft Skills:
Customer empathy and professionalism
Structured communication & problem-solving mindset
High learning agility and ownership
Strong attention to detail

What Success Looks Like
Fast, accurate first responses with strong first-contact resolution for L1 issues.
Clear, high-quality cross-team escalations that accelerate customer resolution.
Consistent SLA adherence supported by proactive quality monitoring.
Measurable impact through the development of enablement systems.
High customer satisfaction, reflected in strong CSAT results.

About us

Founded in 2022, Holocene came out of a simple but frustrating pattern: enterprise systems were either too rigid to adapt or too light to scale. Planners, buyers, and supply chain leads were stuck between workarounds and chaos — with no platform designed to handle the way real decisions happen.

We believed there had to be a better way: one that could connect strategy to execution, planning to action, and people to outcomes — without ripping out what teams already use.

Today, Holocene helps businesses around the world reduce friction, fix misalignment, and make smarter supply chain decisions with less effort. Our product evolves with the market — because it was designed to.

We’re here to make complex problems easier to manage, not more complicated to understand. That’s our philosophy. That’s the product.

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Technical Support Enablement Manager (APAC or EMEA)

Arbeitsbeschreibung - Technical Support Enablement Manager (APAC or EMEA)

Your mission

Your profile

About us

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