Senior Manager, Support

platformsh; United States; Remote; USD 180,000 - 260,000; Full time

Benefits offered by this job

Remote Americas

Healthcare coverage

Stock options

Professional development budget

Equipment budget

Wellness budget

Internet reimbursement

Parental leave

Annual team gathering

Remote travel program

Job summary

Platform.sh is seeking a remote leader to oversee regional customer support operations across the Americas, guiding up to 15 engineers and driving AI-powered improvements to service delivery.

You will partner with Success, Product, and Engineering to elevate customer outcomes, manage escalations, and foster top-tier support practices in a distributed, remote environment.

Qualifications

• Five+ years leading technical support, customer support, or service-delivery teams.
• Strong operational management skills spanning workforce planning, scheduling and performance.
• Extensive experience handling complex customer escalations and high-severity incidents.
• Practical experience applying AI and automation to optimize workflows and delivery.
• Excellent communication and stakeholder management across cross-functional teams.

Responsibilities

• Lead and mentor a structured team of up to 15 support engineers with one-on-ones and performance management.
• Oversee day-to-day regional support operations: rosters, health metrics, scheduling, and continuous improvement.
• Champion rollout of AI-powered tools and automation to speed resolution times and deflect routine queries.
• Serve as senior escalation contact, coordinate cross-functional response, and conduct post-incident reviews.
• Partner with Customer Success, Product, Engineering to align global support initiatives with customer needs.
• Drive hiring, onboarding, and talent development to strengthen technical capability.

Skills

Team leadership

Operations management

Escalation handling

AI automation

Stakeholder management

Remote team leadership

Tools

Linux

Containerization

Job description

This remote role leads regional customer support operations for the Americas, combining hands-on team leadership with a forward-looking focus on AI-driven support delivery. Reporting to a senior director, the position oversees up to 15 support engineers, drives operational discipline, manages high-stakes escalations, and partners with Customer Success, Product, and Engineering to elevate customer outcomes.

Responsibilities

• Lead, mentor, and hold accountable a structured team of up to 15 support engineers through one-on-ones, coaching, and proactive performance management against service-level targets.


• Oversee day-to-day regional support operations, including workforce rosters, health metrics, scheduling, and continuous process improvement.


• Champion the rollout of AI-powered support tools and automation workflows to accelerate resolution times and deflect routine enquiries.


• Serve as senior point of contact for complex customer escalations and critical incidents, coordinating cross-functional response and conducting post-incident reviews.


• Partner with Customer Success, Product, Engineering, and regional support leaders to advocate for customer needs and align global support initiatives.


• Drive hiring, onboarding, and talent development to strengthen technical capability and long-term organizational growth.

Requirements

• Five or more years leading technical support, customer support, or service delivery teams, with a track record of developing high-performing professionals.


• Strong operational management skills spanning workforce planning, scheduling, performance management, and team accountability.


• Extensive experience handling complex customer escalations, high-severity incidents, and post-incident reviews.


• Practical experience applying AI and automation to optimize workflows, support delivery, and team efficiency.


• Excellent communication and stakeholder management skills, with the ability to influence across diverse cross-functional teams.

Nice to have

• Experience leading geographically distributed or remote teams.


• Hands-on familiarity with Linux operating systems and containerization technologies.


• Background in SaaS or enterprise software environments.


• Familiarity with service management practices, SRE principles, and key support metrics.

Benefits and work setup

• Fully remote position within the Americas, supported by a globally distributed team and a follow-the-sun coverage model.


• Flexible paid time off, comprehensive healthcare coverage, and company stock options.


• Professional development budget, office equipment budget, wellness budget, and internet reimbursement.


• Inclusive parental leave, an annual team gathering, and a remote work travel program.


• Inclusive culture recognized for remote excellence, with accommodations available throughout the hiring process.