Senior Manager, Support Operations & Enablement

Tricentis is a global leader in continuous testing and quality engineering. We are seeking a Senior Manager of Support Operations & Enablement to drive excellence in the support organization by optimizing operations, enabling support teams through training and process improvements, and ensuring consistent, scalable delivery of high-quality technical and customer-facing support.

Requirements

• 10+ years of experience in support operations, enablement, or customer growth
• 3+ years in a leadership role
• Demonstrated experience designing, implementing, and scaling support enablement programs, onboarding, and training initiatives
• Strong analytical skills; comfort working with metrics, dashboards, and being data driven
• Proficiency with support / ticketing systems and related tools (e.g., ServiceNow, Zendesk, Jira, Salesforce Service Cloud) plus knowledgebase / documentation tools
• Excellent leadership and people management skills; experience leading teams, coaching, mentoring, and developing direct reports
• Exceptional communication skills (verbal, written) and ability to influence cross-functionally at all levels
• Strong project management skills and ability to drive multiple initiatives concurrently
• Customer service mindset, focused on delivering excellent experiences and maintaining high standards of quality
• Ability to adapt in a fast-paced, changing environment

Benefits

• Hybrid office set up (3 days per week in the office)
• Flexible working hours
• Professional & personal development
• Public transport ticket (Wiener Linien card)