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 andis 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.