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πŸ‘‰ Hiring for a remote Executive position?

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Platform.sh

Support Manager


Platform.sh


exec

exec

11d

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Stats (beta): πŸ‘ 1,346 views,✍️ 48 applied (4%)
{linebreak}Mission : {linebreak}{linebreak}The Support Manager assists the Director of Support in building, developing and managing the Customer Support team. {linebreak}{linebreak}The Support Manager - US is responsible for the team based in Americas timezone and is accountable for the region's performance metrics.{linebreak}{linebreak}Primary Responsibilities:{linebreak}{linebreak}Team Management:{linebreak}{linebreak}{linebreak}* Plan and report activity of the team{linebreak}{linebreak}* Define roles in the teams and communicate to other teams{linebreak}{linebreak}* Create and maintain processes on the team and communicate to other teams{linebreak}{linebreak}* Hire and on-board new staff{linebreak}{linebreak}* Team training and development{linebreak}{linebreak}* Evaluate team’s performance{linebreak}{linebreak}* Plan skill requirements in the team{linebreak}{linebreak}* Report on team performance, set up action plans when necessary{linebreak}{linebreak}{linebreak}{linebreak}{linebreak}Customer Support:{linebreak}{linebreak}{linebreak}* Set performance standards to meet the company’s support goals{linebreak}{linebreak}* Oversee high-level customer issues to ensure effective long-term problem resolution{linebreak}{linebreak}* Coordinate escalations to Customer Success and other internal teams{linebreak}{linebreak}* Staff Pager Duty for product support{linebreak}{linebreak}* Support team in high level incidents{linebreak}{linebreak}{linebreak}{linebreak}{linebreak}This is a fully remote position. Prior experience with fully remote work is not required, but a command of written communication is the key to your success in this role.{linebreak}{linebreak}{linebreak}{linebreak}Qualifications{linebreak}{linebreak}{linebreak}* 4+ years combined of direct team management, managing technical or cross-functional teams and web development using PHP, Python, Ruby, or Go.{linebreak}{linebreak}* Experience with Linux system administration.{linebreak}{linebreak}* Experience using git for version control.{linebreak}{linebreak}* Understanding of DNS as well as TLS and encryption.{linebreak}{linebreak}* Exceptional communication skills to provide clear and empathetic customer support.{linebreak}{linebreak}{linebreak}{linebreak}{linebreak}{linebreak}Preferred Qualifications{linebreak}{linebreak}{linebreak}* Experience with Magento, Symfony, TYPO3, and/or Drupal.{linebreak}{linebreak}* Understanding of CDNs or Varnish and web caching strategies.{linebreak}{linebreak}* Familiarity with IaaS solutions, such as AWS, Microsoft Azure, and Google Compute Engine.{linebreak}{linebreak}* Conversant in containerization technologies and techniques.{linebreak}{linebreak}* Knowledge of nginx, Galera, GlusterFS, and Puppet.{linebreak}{linebreak}{linebreak}

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