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Support Manager (EMEA based) at Platform.sh

Mission :


The Support Manager assists the Director of Support in building, developing and managing the Customer Support team.  


The Support Manager - EMEA is responsible for the European region and their related team and is accountable for their region's performance metrics.



Primary Responsibilities:


Team Management:



  • Plan and report activity of the team

  • Define roles in the teams and communicate to other teams

  • Create and maintain processes on the team and communicate to other teams

  • Hire and on-board new staff

  • Team training and development

  • Evaluate team’s performance

  • Plan skill requirements in the team

  • Report on team performance, set up action plans when necessary



Customer Support:



  • Set performance standards to meet the company’s support goals

  • Oversee high-level customer issues to ensure effective long-term problem resolution

  • Coordinate escalations to Customer Success and other internal teams

  • Staff Pager Duty for product support

  • Support team in high level incidents



Qualifications



  • 4+ years combined of direct team management, managing technical or cross-functional team and web development using PHP, Python, Ruby, or Go.

  • Experience with Linux system administration.

  • Experience using git for version control.

  • Understanding of DNS as well as TLS and encryption.

  • Exceptional communication skills to provide clear and empathetic customer support.



Preferred Qualifications



  • Experience with Magento, Symfony, TYPO3, and/or Drupal.

  • Understanding of CDNs or Varnish and web caching strategies.

  • Familiarity with IaaS solutions, such as AWS, Microsoft Azure, and Google Compute Engine.

  • Conversant in containerization technologies and techniques.

  • Knowledge of nginx, Galera, GlusterFS, and Puppet.