Support Manager

About Retail UnityRetail Unity is a retail technology company helping retailers streamline their omnichannel operations through innovative Order Management solutions.Our platform enables retailers to manage orders, inventory, fulfillment, and customer experiences across multiple sales channels.We work with leading retailers across different markets, providing technology that connects online and offline retail operations.About the RoleWe are looking for a proactive, customer-focused Support Manager to join our team in Dubai.In this role, you will be responsible for managing enterprise-level customer support for Retail Unity's Order Management System (OMS), ensuring that customer issues are resolved efficiently and that our clients receive a consistently high level of service.You will act as a key point of contact for our retail clients, working closely with internal development, product, and technical teams to troubleshoot issues, coordinate resolutions, and continuously improve the customer experience.This is a hands-on role that combines technical problem-solving, incident management, and client relationship management.You will have the opportunity to work with leading international retailers, gain exposure to complex omnichannel retail operations, and develop your expertise in enterprise retail technology.Key Responsibilities1. Customer Support & Incident ManagementTake end-to-end ownership of customer-reported issues, ensuring timely investigation, resolution, and communication.Manage support requests through ticketing systems, email, calls, and other communication channels.Investigate, diagnose, and troubleshoot technical and functional issues related to the OMS platform.Prioritize incidents based on business impact, urgency, and agreed service-level agreements (SLAs).Coordinate with development, product, and infrastructure teams to resolve complex technical issues.Manage critical production incidents, ensuring timely escalation and regular customer updates.Follow up on recurring issues and work with internal teams to identify root causes and preventive measures.Ensure all incidents are properly documented, tracked, and closed.2. Client Relationship ManagementAct as a trusted point of contact for customers on support-related matters.Build and maintain strong professional relationships with retail clients.Conduct regular customer meetings to review open issues, understand concerns, and identify opportunities for improvement.Communicate technical issues and solutions clearly to both technical and non-technical stakeholders.Manage customer expectations and ensure transparency throughout the issue-resolution process.Collaborate with clients to understand operational challenges and coordinate appropriate solutions with internal teams.3. Technical Troubleshooting & OMS OperationsDevelop a strong understanding of Retail Unity's OMS platform and its integrations with external systems.Troubleshoot issues across the order lifecycle, including order creation, inventory availability, fulfillment, shipping, cancellations, and returns.Investigate integration-related issues involving APIs, third-party platforms, and external retail systems.Analyze application logs, error messages, and transaction data to identify potential causes of issues.Work with technical teams to validate fixes and ensure successful resolution.Support testing and validation of bug fixes, enhancements, and production releases.4. Support Operations & Continuous ImprovementMonitor support tickets to ensure compliance with SLAs and agreed response and resolution targets.Maintain accurate records of incidents, resolutions, escalations, and customer communications.Prepare regular reports covering support performance, recurring issues, and areas for improvement.Create and maintain knowledge-base articles, troubleshooting guides, and support documentation.Identify opportunities to improve support processes, reduce recurring incidents, and enhance operational efficiency.Collaborate with internal teams to improve product stability, usability, and customer satisfaction.Qualifications & ExperienceBachelor's degree in Information Technology, Computer Science, Engineering, or a related field.3–6 years of experience in technical support, application support, production support, or a similar customer-facing technical role.Experience supporting enterprise software applications or SaaS platforms.Previous experience in retail technology, e-commerce, Order Management Systems, or supply-chain applications would be an advantage.Experience working directly with business customers and managing technical escalations.Familiarity with incident management processes, support ticketing systems, and SLAs.Required SkillsTechnical SkillsStrong analytical, troubleshooting, and problem-solving abilities.Good understanding of APIs, system integrations, and application workflows.Ability to investigate technical issues using application logs and diagnostic tools.Familiarity with support platforms such as Zendesk, Jira, Freshdesk, or similar tools.Basic understanding of databases and SQL would be an advantage.Understanding of retail and e-commerce operations is desirable.Professional SkillsExcellent written and verbal communication skills in English.Strong customer service and relationship management abilities.Ability to explain technical concepts clearly to non-technical audiences.Strong organizational skills and attention to detail.Ability to manage multiple priorities and work effectively under pressure.Proactive approach to problem-solving and continuous improvement.Strong sense of ownership, accountability, and commitment to customer satisfaction.Ability to work independently while collaborating effectively with cross-functional teams.What We OfferOpportunity to work with leading retailers across international markets.Hands-on exposure to enterprise Order Management Systems and omnichannel retail technology.A collaborative, international working environment.Opportunities for professional development and technical learning.The ability to make a direct impact on customer experience and product improvement.Career growth opportunities within a growing retail technology company.Who We're Looking ForWe are looking for someone who enjoys solving problems, takes ownership of customer issues, and understands the importance of keeping business-critical systems running smoothly.The ideal candidate is comfortable working directly with customers, can investigate technical issues independently, and knows when and how to involve internal teams to achieve the best outcome.