Manager – Support Engineering


Build software faster. The One DevOps Platform enables your entire organization to collaborate around your code.

The Manager, Support Engineering is a grade 8.

As a Support Engineering Manager, you will be:

  • helping hire a team of Support Engineers who are focused on delivering world-class technical support.
  • helping Support Engineers to develop and nurture their skills and experience.
  • driving team members to be “managers of one”.
  • building processes that enable team members to collaborate and execute.
  • holding regular 1:1s with all members of your team.
  • creating a sense of psychological safety on your team.
  • engaging with our customers to triage their issues via tickets and video conferencing.
  • creating, updating, or reviewing documentation changes based on customer interactions.
  • fostering an environment for the engineers on your team to maintain good ticket performance and satisfaction.
  • training Support Engineers to screen applicants and conduct technical interviews.
  • improving the customer experience in measurable and repeatable ways.
  • participating in escalation on-call rotation (limited to regional working hours during the week and weekend).

For more details, see our Support Manager Responsibilities page.

Support Managers also work on things that will make your (and the lives of your coworkers) easier. Current and past Support team members have:

  • You have an affinity for (and experience with) providing customer support, and making customers happy.
  • You have more than 2 years of experience leading Support Engineering teams.
  • You’ve got advanced analytical and problem-solving skills.
  • You’ve got a keen eye for forward-thinking solutions (Kubernetes, Containers, etc.).
  • You enjoy solving many small problems per day.
  • You’ve got 5+ years of support experience.
  • Within the last 5 years, you have held a role at one company for at least 2 years.
  • You understand DevOps processes and you appreciate the value technologies like Serverless and Kubernetes bring to the software deployment and development process.
  • You’re able to communicate complex technical topics to customers and coworkers of varying technical skill levels.
  • You’ve got extensive experience building and scaling teams.
  • You demonstrate excellent spoken and written English.
  • You’re experienced in creating and implementing new processes and procedures.
  • You’re experienced in writing support content.
  • You’ve got experience leading remote, distributed teams across geographies with a keen focus on employee development and the achievement of desired results.
  • You’ve got extensive experience in leading teams to take ownership and work to manage the entire issue lifecycle, from customer to development team, to resolution.
  • You’re able to perform complex Linux System Administration tasks.
  • You’ve got experience with web application development using an MVC framework e.g. Rails (Ruby), Django (Python), Laravel (PHP).
  • You’ve got experience with Git and CI/CD.
  • Our values of collaboration, results, efficiency, diversity, iteration, and transparency resonate with you.

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