Support Manager

  • Customer & Community
  • Full-Time

Posted on April 10th, 2019


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.


  • 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.
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