Senior Manager, Support
Core
Lead a team of up to 15 Support Engineers to drive exceptional customer outcomes and operational excellence for a cloud application platform, integrating AI and automation tools to scale support capacity.
Role type
Senior Manager, Customer Support
Builds
Scalable, AI-augmented support operations for a hybrid cloud platform
Domain
SaaS / Cloud Infrastructure
Deliverable
client delivery
Required skills
Team leadership, operational management, incident and escalation management, AI and workflow optimization, cross-functional collaboration, talent acquisition
Preferred skills
Leading geographically distributed or remote teams, Linux and containerization experience, SaaS or enterprise software background, familiarity with service management practices and SRE metrics
Responsibilities
Lead and mentor a structured team of up to 15 Support Engineers, oversee day-to-day support operations across the Americas region, drive the adoption of AI-powered support tools and automation workflows, serve as a senior point of contact for complex customer situations and critical incidents, partner cross-functionally with Customer Success, Product, and Engineering, lead hiring, onboarding, and talent development initiatives
