Senior Manager, AI-Driven Support (Americas)

Upsun (via Remote Woman); México; Remote; CAD 171,000 - 270,000; Full time

Benefits offered by this job

Award-Winning Workplace

Culture that values your voice

Global team

Company stock options

Healthcare coverage

Remote work

Job summary

Upsun is seeking a Senior Manager, Support - Americas to lead a regional team of up to 15 Support Engineers. You will drive exceptional customer outcomes, implement AI-driven workflows, and partner with Success, Product and Engineering to align initiatives with business goals.

You will champion operational excellence, manage escalations, and scale our support capacity across Canada and the United States while fostering a remote, inclusive culture across a global team.

Qualifications

• 5+ years leading technical or customer support teams with a track record of high performance.
• Strong operational discipline with workforce planning, scheduling and accountability.
• Extensive experience handling complex escalations and high-severity incidents.
• Practical experience using AI to automate workflows and improve delivery.
• Excellent cross-functional communication and stakeholder management.
• Experience leading geographically distributed or remote teams.
• Hands-on with Linux and containerization in a SaaS/enterprise context.
• Familiar with service management practices, SRE and key support metrics.

Responsibilities

• Lead and mentor a structured team of up to 15 Support Engineers, with accountability for SLAs and performance.
• Oversee day-to-day Americas support operations, rosters, metrics, and process improvements.
• Drive AI-powered tools and automation to speed resolutions and deflect routine inquiries.
• Serve as senior escalation point, coordinating cross-functional response and post-incident reviews.
• Partner with Customer Success, Product and Engineering to align initiatives with customer needs.
• Lead hiring, onboarding, and development to strengthen technical leadership and growth.

Skills

Leadership

Operational discipline

Incident management

AI & automation

Stakeholder management

Distributed teams

Linux & containers

SaaS experience

SRE & metrics

Job description

Upsun is seeking a Senior Manager, Support - Americas to lead a regional team of up to 15 Support Engineers. You will drive exceptional customer outcomes, implement AI-driven workflows, and partner with Success, Product and Engineering to align initiatives with business goals.

You will champion operational excellence, manage escalations, and scale our support capacity across Canada and the United States while fostering a remote, inclusive culture across a global team.