Senior Manager, Support - Platform.sh

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.

Upsunners are a remote, global workforce, and we thrive in a multicultural team. We are committed to open source and an open, welcoming environment.

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.

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 is our foundation. This role is currently focused on hiring in Canada or the United States (legally authorized to work without visa sponsorship).

Benefits and perks

• Flexible PTO
• Comprehensive healthcare coverage
• Company stock options
• Professional development budget
• Office equipment budget
• Wellness budget
• Annual team gatherings
• Internet reimbursement
• Inclusive parental leave
• Remote work travel program