Senior Manager, Support
New
U
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
- Operations ManagementLinuxSaaS
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.
- 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).
Responsibilities
- Lead and mentor a structured team of up to 15 Support Engineers, holding team members accountable to service level targets and operational goals.
- Oversee day-to-day support operations across the Americas region, managing workforce rosters, monitoring health metrics and implementing process improvements.
- Drive the adoption of AI-powered support tools and automation workflows to streamline support delivery, accelerate resolution times and deflect routine enquiries.
- Serve as a senior point of contact for complex customer situations and critical incidents, coordinating cross-functional response efforts 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.
- Lead hiring, onboarding, and talent development initiatives to strengthen technical capability, leadership readiness and long-term organizational growth.
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