Senior Manager, Support

New

UpsunCloud Application Platform

Canada or the United StatesFull-TimeManager

Salary not disclosed

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Job Details

Experience: 5+ years of experience leading technical support, customer support or service delivery teams
Required Skills: Artificial IntelligenceOperations ManagementLinuxSaaSTechnical supportCustomer support

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, and performance management.
Extensive experience managing complex customer escalations and conducting post-incident reviews.
Practical experience leveraging AI technologies to automate workflows and optimize support delivery.
Excellent communication skills with the ability to influence cross-functionally.
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 (bonus).

Lead and mentor a structured team of up to 15 Support Engineers through coaching and performance management.
Oversee daily support operations in the Americas, managing workforce rosters and health metrics.
Drive adoption of AI-powered support tools and automation to streamline delivery and resolve enquiries.
Serve as a senior point of contact for complex escalations and critical incidents, leading cross-functional responses.
Partner with Customer Success, Product, and Engineering departments to advocate for customer needs and support initiatives.
Lead hiring, onboarding, and talent development to strengthen technical and leadership capacity.

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