Job Description AgileEngine is one of the Inc. 5000 fastest-growing companies in the U and a top-3 ranked dev shop according to Clutch. We create award-winning custom software solutions that help companies across 15+ industries change the lives of millions If you like a challenging environment where you’re working with the best and are encouraged to learn and experiment every day, there’s no better place - guaranteed! :) What you will do Lead and manage a team of Jr./Mid-Level IT Support Engineers operating in a 24/7 environment; Ensure proper team scheduling and coverage, optimizing shifts to maintain continuous support; Track KPIs and SLAs, providing regular performance reports and insights; Act as the main escalation point for high-priority issues affecting platform stability and performance; Collaborate with DevOps and Engineering teams to improve incident response times and resolution processes; Oversee and improve incident management workflows, ensuring timely detection, escalation, and resolution; Organize postmortem reviews for major incidents, identifying root causes and recommending process improvements; Continuously enhance support processes to improve efficiency and customer satisfaction; Serve as a bridge between the support team and other business units, ensuring clear communication and alignment. Must haves  4+ years of experience in Project Manager roles; Proven experience managing IT support teams in a 24/7 environment ; Experience working with technical support for e-commerce platforms ( Shopify experience is a plus); Strong knowledge of incident management, ticketing systems (e.g., Jira ), and escalation processes; Ability to define and track performance metrics ( KPIs, SLAs, MTTR, etc.); Excellent organizational and team leadership skills; Strong communication and stakeholder management abilities; Experience with postmortem analysis and continuous improvement initiatives; Upper-Intermediate English level. Nice to haves Familiarity with DevOps processes and cloud platforms; Experience implementing automation for support processes; Previous experience working with distributed/remote teams. The benefits of joining us Professional growth Accelerate your professional journey with mentorship, TechTalks, and personalized growth roadmaps. Competitive compensation We match your ever-growing skills, talent, and contributions with competitive USD-based compensation and budgets for education, fitness, and team activities. A selection of exciting projects Join projects with modern solutions development and top-tier clients that include Fortune 500 enterprises and leading product brands. Flextime Tailor your schedule for an optimal work-life balance, by having the options of working from home and going to the office – whatever makes you the happiest and most productive. Next Steps After You Apply The next steps of your journey will be shared via email within a few hours . Please check your inbox regularly and watch for updates from our Internal Applicant site, LaunchPod , which will guide you through the process.