Support Manager at Platform.sh

phppythonlinuxsymfonyamazon-web-servicesexec
Published 9 days ago

Description

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.

Apply
👉 Please reference you found the job on Remote People as thank you to us, this helps us get more companies to post here!
When applying for jobs, you should NEVER have to pay to apply.

Are you hiring ?

Post a Job Offer

And reach thousands of people that are willing to work for you

POST A JOB OFFER
now
FREE