Platform.sh Support Manager (Americas based)

Mission :

The Support Manager assists the Director of Support in building, developing and managing the Customer Support team.

The Support Manager - US is responsible for the team based in Americas timezone and is accountable for the region's performance metrics.

Primary Responsibilities:

Team Management:

• Plan and report activity of the team


• Define roles in the teams and communicate to other teams


• Create and maintain processes on the team and communicate to other teams


• Hire and on-board new staff


• Team training and development


• Evaluate team’s performance


• Plan skill requirements in the team


• Report on team performance, set up action plans when necessary

Customer Support:

• Set performance standards to meet the company’s support goals


• Oversee high-level customer issues to ensure effective long-term problem resolution


• Coordinate escalations to Customer Success and other internal teams


• Staff Pager Duty for product support


• Support team in high level incidents

This is a fully remote position. Prior experience with fully remote work is not required, but a command of written communication is the key to your success in this role.

Qualifications

• 4+ years combined of direct team management, managing technical or cross-functional teams and web development using PHP, Python, Ruby, or Go.


• Experience with Linux system administration.


• Experience using git for version control.


• Understanding of DNS as well as TLS and encryption.


• Exceptional communication skills to provide clear and empathetic customer support.

Preferred Qualifications

• Experience with Magento, Symfony, TYPO3, and/or Drupal.


• Understanding of CDNs or Varnish and web caching strategies.


• Familiarity with IaaS solutions, such as AWS, Microsoft Azure, and Google Compute Engine.


• Conversant in containerization technologies and techniques.


• Knowledge of nginx, Galera, GlusterFS, and Puppet.