About Karbon Karbon is the global leader in practice management software for growth-minded accounting firms. We provide an award-winning, highly collaborative cloud platform that streamlines work and communication, enabling the average accounting firm using Karbon to save 16 hours per week, per employee. We have customers in 34 countries and have grown into a globally distributed team, with our people based throughout the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked 1 on G2, have a fantastic team culture built on our values, are growing rapidly, and making a global impact. We are seeking a Support Engineering and Incident Manager to lead our technical help desk, manage global support teams, and oversee incident resolution. Your role will involve balancing immediate technical troubleshooting with long-term solutions, fostering a productive team environment, and ensuring continuous service improvement. Ideal candidates will excel in dynamic settings, prioritize effectively, and champion a culture of excellence and inclusivity. About this role Leading a team of global Support Engineers, some of your main responsibilities will include: Leadership and Oversight: Spearhead our support engineering help desk, providing unwavering support to the Customer Team and operational agents, enabling them to resolve customer issues with precision and care. Global Team Management: Direct a worldwide team of support engineers, utilizing a follow-the-sun model to ensure uninterrupted service and support around the clock. Agile Practices: Facilitate team ceremonies and efficiently manage backlogs, embodying agile principles to enhance team performance and product delivery. Priority Management: Masterfully manage priorities, finding the perfect equilibrium between addressing immediate issues and tackling the root causes to prevent future occurrences. About You Candidates with the following characteristics and experience are encouraged to apply: Demonstrated experience in leading the technical support desk in an Agile environment. Experience leading and coordinating geographically distributed teams across different time zones. Proven ability to lead war-rooms, facilitate workshops or meetings, and build relationships with key stakeholders across functional disciplines. Strong written and verbal communications skills. Excellent problem-solving skills with lateral thinking. Why work at Karbon? Gain global experience across USA, New Zealand, UK, and Canada 4 weeks annual leave plus 5 extra "Karbon Days" off a year Flexible working environment Work with (and learn from) an experienced, high-performing team Be part of a fast-growing company that firmly believes in promoting high performers from within A collaborative, team-oriented culture that embraces diversity, invests in development, and provides consistent feedback Generous parental leave Karbon embraces diversity and inclusion, aligning with our values as a business. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single criteria. If you've made it this far in the but your past experience doesn't perfectly align, we do encourage you to still apply. You could still be the right person for the role When we look for talent to join our team, we want unique, creative, and amazing people that align with values, and help us build a world-class product and company. We recruit and reward people based on capability and performance. We don't discriminate based on race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, physical or cognitive ability, and other diversity dimensions that may hinder inclusion in the organization. Generally, if you are a good person, we want to talk to you. If there are any adjustments or accommodations that we can make to assist you during the recruitment process, and your journey at Karbon, contact us at people.supportkarbonhq.com for a confidential discussion. At this time, we request that agency referrals are not submitted for this position. We appreciate your understanding and encourage direct applications from interested candidates. Thank you