Support Manager - Developer Support Team
Core
Lead and scale a high-performing team of Developer Support Engineers to deliver world-class support for enterprise customers in complex DevOps environments.
Role type
Senior IC manager (developer support)
Builds
Production support operations, knowledge base, and customer success outcomes for DevOps/CI/CD platforms
Domain
DevOps, CI/CD, cloud infrastructure, developer tooling
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Team leadership and coaching, DevOps/CI/CD ecosystem knowledge, Kubernetes/Docker/Helm, Maven/NPM/Gradle, Jenkins/GitHub/Artifactory, Linux troubleshooting, database/LDAP/Apache/Tomcat/NGINX, Java/Python/Go/Groovy/Bash programming, root cause analysis, KPI definition and tracking, stakeholder management, process improvement, automation/scripting
Preferred skills
Experience in DevOps/cloud platforms/developer tooling companies, customer success/support transformation, scale-up environments, enterprise architecture, distributed systems
Technologies
Kubernetes, Docker, Helm, Maven, NPM, Gradle, Jenkins, GitHub, Artifactory, Linux, Java, Python, Go, Groovy, Bash, Databases, LDAP, Apache, Tomcat, NGINX
Responsibilities
Lead, mentor, and develop a team of Developer Support Engineers; manage day-to-day support operations and workload distribution; coach team members on technical skills and customer empathy; act as an escalation point for complex customer issues; provide hands-on guidance in troubleshooting across DevOps, CI/CD, and cloud environments; review root cause analyses and postmortems; define and improve support processes and workflows; identify recurring issues and feed insights to Product and R&D; define and track KPIs such as response time and resolution time; collaborate with Product, R&D, QA, Sales, and Training teams; translate customer feedback into actionable product inputs.
Seniority
Senior, hands-on IC with people management