Support Manager (EMEA based)

Platform.sh — Company based in Cologne, Germany

via Stack Overflow Careers
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About this job Job type: Full-time Experience level: Lead, Manager Role: System Administrator Industry: Cloud-Based Solutions, Continuous Delivery, PaaS Company size: 51-200 people Company type: VC Funded Remote details Preferred Timezone: (GMT+01:00) Paris +/- 2 hours Technologies Job description Mission : The Support Manager assists the Director of Support in building, developing and managing the Customer Support team.   The Support Manager - EMEA is responsible for the European region and their related team and is accountable for their region's performance metrics. Primary Responsibilities: Team Management: Plan and report activity of the team Define roles in the teams and communicate to other teams Create and maintain processes on the team and communicate to other teams Hire and on-board new staff Team training and development Evaluate team’s performance Plan skill requirements in the team Report on team performance, set up action plans when necessary Customer Support: Set performance standards to meet the company’s support goals Oversee high-level customer issues to ensure effective long-term problem resolution Coordinate escalations to Customer Success and other internal teams Staff Pager Duty for product support Support team in high level incidents Qualifications 4+ years combined of direct team management, managing technical or cross-functional team and web development using PHP, Python, Ruby, or Go. Experience with Linux system administration. Experience using git for version control. Understanding of DNS as well as TLS and encryption. Exceptional communication skills to provide clear and empathetic customer support. Preferred Qualifications Experience with Magento, Symfony, TYPO3, and/or Drupal. Understanding of CDNs or Varnish and web caching strategies. Familiarity with IaaS solutions, such as AWS, Microsoft Azure, and Google Compute Engine. Conversant in containerization technologies and techniques. Knowledge of nginx, Galera, GlusterFS, and Puppet.
Life at Platform.sh About Platform.sh Platform.sh is an idea-to-cloud application platform that simplifies cloud infrastructures. We give developers the tools they need to experiment, innovate, get rapid feedback and deliver better-quality features with speed and confidence thanks to our unique rapid cloning technology. Platform.sh serves thousands of customers worldwide including The Financial Times, Gap, Magento Commerce, Orange, Hachette, Ikea, Stanford University, Harvard University, The British Council, and Lufthansa. We want people who are passionate, open, multicultural, friendly, humble and smart to join us and help this fast-growing, award-winning company to revolutionize the tech industry. Benefits Work from home, wherever you are Safe and friendly working environment Stock options for everyone Rest and recovery are essential to health and happiness; we get that
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