Senior Manager, Support

Role overview 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.