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\nMission : \n\nThe Support Manager assists the Director of Support in building, developing and managing the Customer Support team. \n\nThe Support Manager - EMEA is responsible for the European region and their related team and is accountable for their region's performance metrics.\n\n\nPrimary Responsibilities:\n\nTeam Management:\n\n\n* Plan and report activity of the team\n\n* Define roles in the teams and communicate to other teams\n\n* Create and maintain processes on the team and communicate to other teams\n\n* Hire and on-board new staff\n\n* Team training and development\n\n* Evaluate team’s performance\n\n* Plan skill requirements in the team\n\n* Report on team performance, set up action plans when necessary\n\n\n\n\n\nCustomer Support:\n\n\n* Set performance standards to meet the company’s support goals\n\n* Oversee high-level customer issues to ensure effective long-term problem resolution\n\n* Coordinate escalations to Customer Success and other internal teams\n\n* Staff Pager Duty for product support\n\n* Support team in high level incidents\n\n\n\n\n\nQualifications\n\n\n* 4+ years combined of direct team management, managing technical or cross-functional team and web development using PHP, Python, Ruby, or Go.\n\n* Experience with Linux system administration.\n\n* Experience using git for version control.\n\n* Understanding of DNS as well as TLS and encryption.\n\n* Exceptional communication skills to provide clear and empathetic customer support.\n\n\n\n\n\nPreferred Qualifications\n\n\n* Experience with Magento, Symfony, TYPO3, and/or Drupal.\n\n* Understanding of CDNs or Varnish and web caching strategies.\n\n* Familiarity with IaaS solutions, such as AWS, Microsoft Azure, and Google Compute Engine.\n\n* Conversant in containerization technologies and techniques.\n\n* Knowledge of nginx, Galera, GlusterFS, and Puppet.\n\n\n \n\n#Salary and compensation\n
No salary data published by company so we estimated salary based on similar jobs related to Executive, Git, Microsoft and Linux jobs that are similar:\n\n
$70,000 — $115,000/year\n
\n\n#Benefits\n
๐ฐ 401(k)\n\n๐ Distributed team\n\nโฐ Async\n\n๐ค Vision insurance\n\n๐ฆท Dental insurance\n\n๐ Medical insurance\n\n๐ Unlimited vacation\n\n๐ Paid time off\n\n๐ 4 day workweek\n\n๐ฐ 401k matching\n\n๐ Company retreats\n\n๐ฌ Coworking budget\n\n๐ Learning budget\n\n๐ช Free gym membership\n\n๐ง Mental wellness budget\n\n๐ฅ Home office budget\n\n๐ฅง Pay in crypto\n\n๐ฅธ Pseudonymous\n\n๐ฐ Profit sharing\n\n๐ฐ Equity compensation\n\nโฌ๏ธ No whiteboard interview\n\n๐ No monitoring system\n\n๐ซ No politics at work\n\n๐ We hire old (and young)\n\n
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