Who you are

- 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

- 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

What the job involves

- 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

- . You thrive in driving operational discipline, managing complex customer escalations and developing an engaged, high-performing team

- Beyond daily operations, you partner cross-functionally with Customer Success, Product and Engineering departments to advocate for customer needs and drive continuous improvement

- Your leadership, strategic vision and commitment to innovation will directly elevate customer satisfaction and team effectiveness across the organization

- 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

The application process

- We know that a great hire won’t meet every requirement that we’ve outlined. If you can see yourself elevating the team, we want to hear your story. Few of us would be here had we not taken a chance

- You can expect 5 video interviews on Google Meet to follow the order below

- Should you successfully move through the entire process you will have the chance to meet with a variety of Upsunners. Our goal is to ensure you can make the most informed decision on whether this role, and our culture aligns with what you’re looking for in your future working environment

- 45 Minutes with Talent Acquisition

- 60 Minutes with Hiring Manager (Senior Director, Customer Support)

- 60 Minutes with Team (IC's)

- 60 Minutes with Team (Leaders)

- 45 Minutes with Executive (Chief Customer Officer)

- All roles require background checks

Benefits

- Competitive PTO

- Parental leave

- Remote working/flexibility
- Healthcare, dental, and vision (US and France staff only)

- 401k, with employer contribution (US staff only)

- Extra compensation for on-call ops and support staff

- Company shares (discretionary)
- Annual budget for professional development

- Unlimited Platform.sh accounts

- Annual company retreat

📌 Senior Support Manager (Canada)
🏢 Upsun
📍 Canada