Support Manager at

Published 2 months ago


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.


  • 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.

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