Manager, Support

About Platform.sh

The Platform.sh Platform-as-a-Service (PaaS) removes the complexities of cloud infrastructure management and optimizes development-to-production workflows, reducing the time it takes to build and deploy applications. Delivering efficiency, reliability, and security, giving development teams both control and peace of mind. Built for developers, by developers.

Adopted and loved by 16,000+ developers, 7,000 customers, and for nearly a decade Platform.sh has been providing out-of-the-box capabilities that serve as the launchpad for creative development teams’ out-of-the-box thinking.

We provide 24x7 support, managed cloud infrastructure, and automated security and compliance with an all-in-one PaaS. We give our customers complete control over their data by keeping applications secure and available around the clock.

Platformers are a remote, global workforce, and we thrive in a multicultural team. We are committed to open source and an open, welcoming environment. Our team spans the globe and the experience spectrum. What's our commonality, our cultural fabric? A curious spirit and a thirst for knowledge; an eagerness for innovative ideas and cultures. We believe we can build anything together in an environment that frees you to do your best work.

Bring your expertise and enthusiasm to our growing, global organization. Your contributions, collaboration, and unique point of view are recognized and valued here.

Position Summary

We’re looking for a Support Manager to lead, mentor, and inspire our Customer Support team within EMEA region. At Platform.sh, we believe that exceptional customer support goes beyond just solving problems - it’s about building relationships, enabling success, and continuously improving the experience for our customers and our team. Reporting to the Senior Manager of Customer Support, you’ll play a key role in creating an environment where your team thrives. You’ll focus on coaching, process optimization, and customer advocacy, ensuring that every interaction leaves a lasting positive impact.

What to expect

• Plan and report activity of the team, ensuring clear processes are established and effectively communicated across teams. 
• Mentor and train team members, evaluate performance, and implement skill development plans to meet evolving needs.
• Streamline operations: Develop and maintain support processes, ensuring alignment with broader organizational objectives. Report on team performance and implement action plans to address gaps or challenges.
• Drive customer success: Set performance standards that align with support goals, oversee high-level customer issues, and ensure effective long-term resolutions. Coordinate escalations to Customer Success and other internal teams to maintain seamless collaboration.
• Support during critical incidents: Assist the team in managing high-level incidents, ensuring efficient and empathetic communication with customers while resolving complex challenges.

What you bring

• Proven leadership experience: 4+ years of combined experience managing technical or cross-functional teams.
• Hands-on web development using PHP, Python, Ruby, or Go.
• Proficiency in Linux system administration.
• Familiarity of git for version control, and a solid understanding of DNS, TLS, and encryption.
• Adept at providing clear, empathetic customer support and fostering collaboration within and across teams.

Nice to Have

• Experience with Magento, Symfony, TYPO3, and/or Drupal.
• Familiarity with CDNs, Varnish, and web caching strategies.
• Knowledge of IaaS solutions such as AWS, Microsoft Azure, and Google Compute Engine.
• Understanding of containerization technologies.
• Experience with nginx, Galera, GlusterFS, and Puppet.

Where we hire

At Platform.sh, remote work isn't just a trend - it's our way of life. The freedom of remote work with the support of a diverse, global team has been our successful model for nearly a decade! Our culture celebrates flexibility and collaboration, while we have team members in over 30 countries spanning every time zone, we are currently focused on hiring in France, Germany, Spain, and the United Kingdom. To enhance team synergy, we come together (at least) once a year in person, seizing the opportunity to connect, tackle challenges, and foster camaraderie. 

How we hire

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 4 interviews on Google Meet to follow the order below. Should you successfully move through the entire process you will have the opportunity to meet with a variety of Platformers. 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. 

1. 45 Minutes with Talent Acquisition 
2. 60 Minutes with Hiring Manager (Senior Manager, Support EMEA)
3. 60 Minutes with Team (Cloud Support Engineer, ICs)
4. 45 Minutes with Executive (Senior Director, Customer Support)

All roles require background checks.

What we offer:

💡 An innovative product you can believe in. We’re sustainably changing the way companies develop and manage their web applications

🏆 We’re voted as A Best Place to Work by 96% of our employees, Forbes Top 30 Companies for Remote Jobs, and France Best Workplaces for Women

🗣️ Leadership that cares in a flexible, open work environment, where your voice is encouraged. We can always find ways to do better and look forward to hearing your ideas

🌎 Global team, rich with culture and diversity

🧳 Annual team gatherings

💆‍♀️ Wellness budget

🧠 Professional development budget

💻 Office equipment budget

 👫 Mentorship Program

🩺 Comprehensive health coverage (US, CA, UK, and FR employees only)

🏝 Generous PTO (geographically dependent)

👶 Inclusive parental leave (geographically dependent)

🤝 Tandem – a pool of linguists from around the world willing to help each other learn new languages.

📈 Company stock options (discretionary)

You’re welcome here.

At Platform.sh, we take pride in our commitment to being an inclusive and diverse workplace. We strive to create an environment built on trust, support, and respect for all individuals. We welcome everyone, regardless of gender identity and expression, race, ethnicity, disability, sexual orientation, color, religion, creed, gender, national origin, age, marital status, pregnancy, education, languages spoken, or veteran status. We encourage you to be yourself, connect with like-minded individuals, and share your passions.

If you require accommodation at any stage of our recruitment process, please don't hesitate to reach out to your talent acquisition partner. Your comfort and accessibility are important to us.