Senior Manager, Support

Upsun, formerly Platform.sh, is hiring a Senior Manager, Support – Americas to lead customer support operations across the United States and Canada. This is a fully remote leadership position within Upsun’s globally distributed support organization.

Reporting to the Senior Director, Support, the Senior Manager will directly manage a team of up to 15 Support Engineers while providing broader leadership and coordination across regional support operations. The role combines people leadership, operational management, customer escalation ownership, talent development, and the implementation of AI and automation within technical support.

Responsibilities include coaching and developing Support Engineers, managing service-level and operational performance, overseeing workforce schedules and regional support health, improving support processes, and serving as a senior escalation point for complex customer situations and critical incidents. The Senior Manager will also coordinate cross-functional incident responses and conduct post-incident reviews.

A major focus of the position is AI-enabled support transformation. You will drive adoption of AI-powered support tools and automated workflows designed to improve team efficiency, accelerate resolution times, and reduce routine support workload while maintaining strong customer outcomes.

The role works closely with Customer Success, Product, Engineering, and other regional support leaders to represent customer needs and improve global support operations. You will also lead hiring, onboarding, coaching, and talent-development initiatives to strengthen the team’s technical capability and leadership pipeline.

Candidates need at least five years of experience leading technical support, customer support, or service-delivery teams. Strong workforce planning, scheduling, performance management, incident and escalation management, and cross-functional stakeholder-management skills are required. Practical experience using AI technologies to automate workflows and improve support delivery is also required.

Experience managing geographically distributed teams, working with Linux and container technologies, operating within SaaS or enterprise software, and familiarity with SRE, service-management practices, and support metrics are considered additional advantages.

This opportunity is open to candidates located in Canada or the United States who are legally authorized to work in their country. Upsun states that visa sponsorship is not available for this role.

The hiring process consists of five video interviews through Google Meet: Talent Acquisition, the Senior Director of Customer Support, individual contributors, team leaders, and the Chief Customer Officer. All roles require background checks.

Benefits include flexible PTO, healthcare coverage, company stock options, a professional-development budget, office-equipment budget, wellness budget, internet reimbursement, parental leave, annual team gatherings, and a remote-work travel program.