Senior Manager, Support

Job not on LinkedIn

🔥 3 hours ago

🌐 Canada, United States – Remote

🇨🇦 Canada – Remote 🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

👔 Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Platform.sh

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

☁️ SaaS

🛍️ eCommerce

🔌 API

SaaS • eCommerce • API

Platform. sh is a collaborative cloud application platform that simplifies full-stack web application development. It enables developers to easily build, deploy, run, scale, and iterate their applications, integrating frontend, backend, APIs, databases, services, and security features without the need to manage infrastructure. The platform emphasizes speed, collaboration, and observability, allowing instant creation of preview environments and efficient development processes.

📋 Description

• Lead and mentor a structured team of up to 15 Support Engineers • Hold team members accountable to service level targets and operational goals through regular one-on-ones, coaching and proactive performance management • Oversee day-to-day support operations across the Americas region • Manage workforce rosters and monitor health metrics • Implement process improvements • Drive adoption of AI-powered support tools and automation workflows • Streamline support delivery, accelerate resolution times and deflect routine enquiries • Serve as a senior point of contact for complex customer situations and critical incidents • Coordinate cross-functional response efforts and conduct post-incident reviews • Partner with Customer Success, Product, Engineering and regional support leaders • Advocate for customer needs and align global support initiatives • Lead hiring, onboarding and talent development initiatives • Report to the Senior Director, Support

🎯 Requirements

• 5+ years of experience leading technical support, customer support or service delivery teams • Proven track record of developing high-performing professionals • Strong operational management capabilities, including workforce planning, scheduling, performance management and driving team accountability • Extensive experience managing complex customer escalations, handling high-severity incidents and conducting post-incident reviews • Practical experience leveraging AI technologies to automate workflows, optimize support delivery and enhance team efficiency • Excellent communication skills with the ability to influence cross-functionally and manage relationships across diverse teams • Legally authorized to work in Canada or the United States • Must complete a background check • Bonus: Experience leading geographically distributed or remote teams • Bonus: Hands-on experience with Linux operating systems and containerization technologies • Bonus: Background working within a SaaS or enterprise software environment • Bonus: Familiarity with service management practices, SRE and key support metrics

🏖️ Benefits

• Flexible PTO • Comprehensive healthcare coverage (UK, Canada, France, Spain, USA) • Company stock options • Professional development budget • Office equipment budget • Wellness budget • Annual team gatherings • Internet reimbursement • Inclusive parental leave • Remote work travel program