Manager, Support

Posted about 1 month agoViewed

💎 Seniority level: Manager, 4+ years

📍 Location: France, Spain, Germany, UK

🔍 Industry: Platform-as-a-Service (PaaS)

🏢 Company: Platform.sh👥 251-500💰 $140,000,000 Series D over 2 years agoInternet Open Source PaaS Cloud Management Software

⏳ Experience: 4+ years

🪄 Skills: PHPPythonGitLinux

Requirements:

Proven leadership experience: 4+ years managing technical or cross-functional teams.
Hands-on web development experience with PHP, Python, Ruby, or Go.
Proficiency in Linux system administration.
Familiarity with git for version control.
Solid understanding of DNS, TLS, and encryption.
Strong customer support skills and ability to foster team collaboration.

Responsibilities:

Plan and report team activity while ensuring clear processes.
Mentor and train team members, evaluate performance, and implement skill development plans.
Streamline support operations and report on team performance.
Drive customer success by overseeing high-level issues and coordinating escalations.
Assist during critical incidents for efficient customer communication and resolution.

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📍 France, Germany, Spain, and the United Kingdom

🔍 Software Development

🏢 Company: Remote Woman

🔧 Requirements

4+ years of combined experience managing technical or cross-functional teams.
Hands-on web development using PHP, Python, Ruby, or Go.
Proficiency in Linux system administration.
Familiarity of git for version control, and a solid understanding of DNS, TLS, and encryption.

💡 Responsibilities

Plan and report activity of the team, ensuring clear processes are established and effectively communicated across teams.
Mentor and train team members, evaluate performance, and implement skill development plans to meet evolving needs.
Streamline operations: Develop and maintain support processes, ensuring alignment with broader organizational objectives. Report on team performance and implement action plans to address gaps or challenges.
Drive customer success: Set performance standards that align with support goals, oversee high-level customer issues, and ensure effective long-term resolutions. Coordinate escalations to Customer Success and other internal teams to maintain seamless collaboration.
Support during critical incidents: Assist the team in managing high-level incidents, ensuring efficient and empathetic communication with customers while resolving complex challenges.

LeadershipPHPPythonGitNginxPeople ManagementCross-functional Team LeadershipActiveMQCommunication SkillsAnalytical SkillsCollaborationProblem SolvingCustomer serviceMentoringLinuxWritten communicationAdaptabilityEmpathyTroubleshootingActive listeningTeam managementTechnical supportCustomer supportCustomer Success

Posted 21 days ago

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