Senior Support Manager leading up to 15 engineers and AI - enhanced operations for Upsun’s cloud application platform. Driving escalations, service performance, hiring, and regional support improvements.
About the role
- Senior Manager leading Americas customer support for Upsun’s cloud application platform. Managing Support Engineers, escalations, operational excellence, and AI-driven support automation.
Responsibilities
- Lead and mentor a structured team of up to 15 Support Engineers
- Hold team members accountable to service level targets and operational goals through regular one-on-ones, coaching and proactive performance management
- Oversee day-to-day support operations across the Americas region
- Manage workforce rosters and monitor health metrics
- Implement process improvements
- Drive adoption of AI-powered support tools and automation workflows
- Streamline support delivery, accelerate resolution times and deflect routine enquiries
- Serve as a senior point of contact for complex customer situations and critical incidents
- Coordinate cross-functional response efforts and conduct post-incident reviews
- Partner with Customer Success, Product, Engineering and regional support leaders
- Advocate for customer needs and align global support initiatives
- Lead hiring, onboarding and talent development initiatives
- Report to the Senior Director, Support
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
- Legally authorized to work in Canada or the United States
- Must complete a background check
- Bonus: 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
Benefits
- Flexible PTO
- Comprehensive healthcare coverage (UK, Canada, France, Spain, USA)
- Company stock options
- Professional development budget
- Office equipment budget
- Wellness budget
- Annual team gatherings
- Internet reimbursement
- Inclusive parental leave
- Remote work travel program
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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