Senior Manager, Support

About this role

About Upsun (formerly Platform.sh)

Upsun is the cloud application platform humans and robots love. It is built for today’s hybrid teams, where AI agents write and test code and humans focus on solving the problems that really matter. Developers, DevOps engineers, and platform teams use Upsun to build, ship, and scale confidently without wrestling with backend infrastructure. We give you your time back. You get:

• Predictable performance, even at scale

• Secure, compliant environments by default

• Real-time observability and profiling built in

• Cloning, configuration, and provisioning in seconds

• AI-ready features that plug directly into your stack

The name says it all. "Up" means uptime, reliability, and acceleration. "Sun" reflects our follow-the-sun-support, a 24x7, globally distributed support team keeping the lights on while you rest. Our core belief is that software should power brighter solutions and greater innovation.

Upsunners are a remote, global workforce, and we thrive in a multicultural team. We are committed to open source and an open, welcoming environment. Our team spans the globe and the experience spectrum.

What's our commonality, our cultural fabric? A curious spirit and a thirst for knowledge; an eagerness for innovative ideas and cultures. We believe we can build anything together in an environment that frees you to do your best work.

Our values:

🌿 We make a positive impact.

✨ We aim for the stars.

💚 We care for each other.

Impact of a Senior Manager, Customer Support

As a Senior Manager, Support - Americas, you are a vital leader driving exceptional customer outcomes while maintaining operational excellence across the region. You combine people leadership with a forward-looking vision for AI-driven support operations, scaling our regional support capacity not just through hiring, but by deploying, optimizing and championing AI and automation tools that augment human capabilities.

Reporting to the Senior Director, Support, you will manage a team of up to 15 Support Engineers while providing broader leadership and coordination across the regional support organization. You thrive in driving operational discipline, managing complex customer escalations and developing an engaged, high-performing team.

Beyond daily operations, you partner cross-functionally with Customer Success, Product and Engineering departments to advocate for customer needs and drive continuous improvement. Your leadership, strategic vision and commitment to innovation will directly elevate customer satisfaction and team effectiveness across the organization

What to expect

• Team leadership & performance: Lead and mentor a structured team of up to 15 Support Engineers, holding team members accountable to service level targets and operational goals through regular one-on-ones, coaching and proactive performance management.

• Operational management: Oversee day-to-day support operations across the Americas region, managing workforce rosters, monitoring health metrics and implementing process improvements.

• AI & automation integration: Drive the adoption of AI-powered support tools and automation workflows to streamline support delivery, accelerate resolution times and deflect routine enquiries.

• Escalation management: Serve as a senior point of contact for complex customer situations and critical incidents, coordinating cross-functional response efforts and conducting post-incident reviews.

• Cross-functional collaboration: Partner with Customer Success, Product, Engineering and regional support leaders to advocate for customer needs and align global support initiatives.

• Talent Acquisition & development: Lead hiring, onboarding, and talent development initiatives to strengthen technical capability, leadership readiness and long-term organizational growth.

What you bring

• Leadership experience: 5+ years of experience leading technical support, customer support or service delivery teams with a proven track record of developing high-performing professionals.

• Operational discipline: Strong operational management capabilities, including workforce planning, scheduling, performance management and driving team accountability.

• Incident & escalation expertise: Extensive experience managing complex customer escalations, handling high-severity incidents and conducting post-incident reviews.

• AI & workflow optimization: Practical experience leveraging AI technologies to automate workflows, optimize support delivery and enhance team efficiency.

• Communication & stakeholder management: Excellent communication skills with the ability to influence cross-functionally and manage relationships across diverse teams.

Bonus points

• Experience leading geographically distributed or remote teams

• Hands-on experience with Linux operating systems and containerization technologies

• Background working within a SaaS or enterprise software environment

• Familiarity with service management practices, SRE and key support metrics

Where we hire

At Upsun, remote work isn't just a trend - it's our foundation. The freedom of remote work with the support of a diverse, global team has been our successful model for over a decade. Our culture celebrates flexibility and collaboration, and while we have team members in over 30 countries around the globe, we are currently focused on hiring for this role in Canada or the United States . Although we’re unable to provide visa sponsorship at this time, we welcome applications from all qualified candidates who are legally authorized to work in these countries.

How we hire

We know that a great hire won’t meet every requirement that we’ve outlined. If you can see yourself elevating the team, we want to hear your story. Few of us would be here had we not taken a chance.

You can expect 5 video interviews on Google Meet to follow the order below. Should you successfully move through the entire process you will have the opportunity to meet with a vari

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