{"id":2930105,"url":"https://alion.io/job/3shape-global-support-manager-tier-3","title":"Global Support Manager, Tier 3","company":{"id":668777,"name":"3Shape","domain":"3shape.com","url":"https://alion.io/company/3shape-2","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":52,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Early Careers","role_family":"Early Careers","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kyiv, Ukraine"],"countries":["UA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":12000,"max_usd":27000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":801},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-20T13:09:08Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-30T12:49:02Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"About us\n3Shape develops 3D scanners and software solutions that enable dental and hearing professionals to treat more people, more effectively. Our products are market leading innovative solutions that make a real difference in the lives of both patients and dental professionals around the world.\n3Shape is headquartered in Copenhagen, with development teams in Denmark, Ukraine, North Macedonia and with a production site in Poland.\nWe are a global company with presence in Europe, Asia and the Americas. Founded in a year 2000, today, we provide services to customers in over 130 countries. Our growing talent pool of over 2200 employees spans 50 nationalities.\n3Shape as an employer is committed to Ukraine. Our UA office was founded in 2006, and we are continuing to grow, hire and take care of our employees even during the war in Ukraine. Among other actions, we support our contractors who are called to the military service, as well as care about our colleagues’ mental health by implementing different activities.\nAbout the role\nWe are looking for a Global Support Manager, Tier 3 to build and lead our global Tier 3 Support capability.\nOur Tier 3 specialists are located across multiple countries and sites, supporting regional Support teams with our most complex customer and product issues. Your role is to bring them together as one global team, ensuring expertise and capacity are used where they create the most value, regardless of geography.\nYou will lead the team and define how global Tier 3 Support operates: how requests are prioritized, resources are allocated, complex cases are solved, and issues are escalated to teams such as R&D. Sitting at the center of complex Support situations, the role requires strong stakeholder management to ensure smooth collaboration and strong relationships with key functions such as R&D, PPS and IT.\nYou will a matrix reporting line, with the Head of Support & Operations as your functional manager and the local Site Manager or Support Director as your people manager.\nYour key responsibilities:\nBuild and lead one global 3rd Line team\nLead specialists across different sites, countries and cultures.\n\nBuild a motivated, collaborative global team aligned with our Support Promises and Service Mindset.\n\nEnsure expertise and resources are shared effectively across regional Support teams.\n\nCreate an effective global operating model\nEstablish a clear and transparent system for receiving and prioritizing requests.\n\nAllocate resources based on urgency, complexity, customer impact and capacity.\n\nCreate transparency on priorities, ownership, expected handling times and progress.\n\nContinuously improve workflows and shorten resolution time.\n\nDrive technical excellence and knowledge\nBuild deep product and troubleshooting expertise through structured training and knowledge sharing.\n\nGuide the team to solve complex cases in the most effective way.\n\nCapture and share learnings so more issues can be resolved earlier by 1st and 2nd Line Support.\n\nStrengthen escalation and stakeholder management\nBuild strong relationships with regional Support teams, PPS, R&D and other key stakeholders.\n\nEnsure cross-functional escalations have clear ownership, expectations and follow-up.\n\nRepresent Support and customer impact when priorities need to be aligned across teams.\n\nShare knowledge and contribute to insights\nWork closely with Product & Customer Insights, Product and R&D to share learnings from complex cases.\n\nTurn technical information and recurring issues into clear, actionable input.\n\nHelp identify product issues, customer pain points and improvement opportunities.\n\nDrive efficiency through AI and technology\nIdentify and implement opportunities to use AI, automation and other tools to improve troubleshooting, knowledge sharing and case handling.\n\nHelp the team adopt new ways of working and continuously improve efficiency.\n\nWhat we are looking for:\nYou are an experienced people leader who combines technical understanding, operational discipline and strong stakeholder management. You are comfortable leading people across cultures and locations and can create a strong sense of one global team.\nYou are curious about complex problems and look beyond solving the individual case: Why did it happen? How can we prevent it? And how can we enable others to solve it next time?\nWe expect you to bring:\nStrong people leadership experience, ideally in technical support, service, engineering or a similar environment.\n\nExperience leading distributed and multicultural teams.\n\n2+ years of experience working in Tier 3 and a strong understanding of complex technical support and escalation environments.\n\nAbility to build effective processes for prioritization and resource allocation.\n\nStrong stakeholder management across Support, Product, R&D and other functions.\n\nAbility to turn complex technical and customer information into clear, actionable communication.\n\nCuriosity and practical experience with AI, automation or other technologies that can improve Support effectiveness.\n\nWhat success looks like\nOur regional Support teams and R&D experience Tier 3 Support as one reliable global partner: with clear priorities, ownership and expectations.\n\nOur Tier 3 specialists operate as one strong global team with deep expertise and a customer-first culture. Their knowledge helps the wider organization resolve issues faster, strengthen Tier 1 and Tier 2 capabilities, and turn complex customer cases into better products and customer experiences.\n\nBeing the part of us means:\nMeaningful work that helps to change the future of dentistry\n\nWork in a unique professional, friendly and supportive environment\n\nConstant professional growth and development\n\nA healthy work-life balance\n\nComprehensive benefits incl. 24 working days of annual vacation; medical insurance; paid sick leaves and child sick leaves; maternity and paternity leaves etc\n\nBreakfasts and lunches in the office\n\nGood working conditions in a comfortable office in UNIT.City\n\nA parking lot with free spaces for employees\n\nOccasional business trips to Western Europe\n\nOpportunity to become a part of the success that 3Shape has created over the past 25 years.\n\nWe will be glad to welcome you to our team!\nFor more information, visit our website: www.3shape.com and follow us on Instagram: https://www.instagram.com/3shape_ukraine/\nYou can contact our Talent Acquisition team via email: .","description_format":"text","description_chars":6439,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Health insurance"],"hiring_locations":[{"name":"Denmark","iso":"DK","kind":"country"},{"name":"Poland","iso":"PL","kind":"country"},{"name":"Ukraine","iso":"UA","kind":"country"},{"name":"North Macedonia","iso":"MK","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Dental Products & Labs"],"lifecycle":[{"event":"open","at":"2026-10-20T14:28:16Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":9,"expected_fill_days":52,"reasons":["conf:3","velocity","win:early","comp:junior"],"computed_at":"2026-10-30T05:48:23Z"},"pay":null,"html_url":"https://alion.io/job/3shape-global-support-manager-tier-3","json_url":"https://alion.io/job/3shape-global-support-manager-tier-3.json","meta":{"generated_at":"2026-10-30T16:48:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5080,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":668777},"rest":"https://alion.io/mcp/rest/get_company?id=668777"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2F3shape-global-support-manager-tier-3"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2F3shape-global-support-manager-tier-3"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2F3shape-global-support-manager-tier-3"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/3shape-global-support-manager-tier-3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2F3shape-global-support-manager-tier-3"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2930105}},{"tool":"search_jobs","arguments":{"company":"3shape.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2930105},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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