Manager, Support

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 What to expect

• 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., Leads and scales a SaaS customer support organization serving ABA providers. Oversees multichannel helpdesk operations, escalations, SLAs, customer satisfaction, staffing, coaching, analytics, knowledge management, and workflow improvement. Partners with Customer Success, Product, Engineering, and Implementation teams to improve adoption and reduce churn. Drives AI and automation initiatives using Salesforce, Agentforce, Claude, chatbots, and self-service tools., Leads Business, Enterprise, and MDU Sales Support teams and Service Delivery Call Center operations. Responsibilities include coaching employees, managing staffing and schedules, monitoring KPIs and service levels, improving sales order workflows, coordinating cross-functional issue resolution, and implementing scalable process improvements that enhance efficiency and customer satisfaction. Top Skills: CalabrioFive9

What you need to know about the Colorado Tech Scene

With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.

Key Facts About Colorado Tech

• Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
• Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
• Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
• Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
• Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
• Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute

• 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.

Bonus points

• 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

Lead a regional team of up to 15 Support Engineers across the Americas. Oversee support operations, workforce planning, service-level performance, escalations, critical incidents, and post-incident reviews. Drive AI and automation adoption to improve support efficiency, collaborate with Customer Success, Product, and Engineering, and lead hiring, onboarding, coaching, and talent development initiatives. The summary above was generated by AI About Upsun (formerly Platform.sh)

Upsun is the cloud application platform humans and robots love. It is built for today’s hybrid teams, where AI agents write and test code and humans focus on solving the problems that really matter. Developers, DevOps engineers, and platform teams use Upsun to build, ship, and scale confidently without wrestling with backend infrastructure. We give you your time back. You get:

• Predictable performance, even at scale
• Secure, compliant environments by default
• Real-time observability and profiling built in
• Cloning, configuration, and provisioning in seconds
• AI-ready features that plug directly into your stack

The name says it all. “Up” means uptime, reliability, and acceleration. “Sun” reflects our follow-the-sun-support, a 24x7, globally distributed support team keeping the lights on while you rest. Our core belief is that software should power brighter solutions and greater innovation.

Upsunners 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.

Our values:

We make a positive impact.

We aim for the stars., Yesterday In-Office or Remote 102K-130K Annually Senior level 102K-130K Annually Senior level Real Estate * Software * Hospitality

At Upsun, remote work isn’t just a trend - it’s our foundation. The freedom of remote work with the support of a diverse, global team has been our successful model for over a decade. Our culture celebrates flexibility and collaboration, and while we have team members in over 30 countries around the globe, we are currently focused on hiring for this role in Canada or the United States. Although we’re unable to provide visa sponsorship at this time, we welcome applications from all qualified candidates who are legally authorized to work in these countries. 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 5 video 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 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.

1. 45 Minutes with Talent Acquisition
2. 60 Minutes with Hiring Manager (Senior Director, Customer Support)
3. 60 Minutes with Team (IC’s)
4. 60 Minutes with Team (Leaders)
5. 45 Minutes with Executive (Chief Customer Officer)

All roles require background checks. What we offer

A product you can believe in - Join us in transforming how businesses build and manage web applications, driven making a positive impact as a proud B Corp.

An Award-Winning Workplace - We’ve been recognized by Forbes’ Top 30 Companies for Remote Jobs and France’s Best Workplaces for Women.

️ A culture that values your voice - Join a flexible, open, and inclusive work environment where your voice is encouraged, and your ideas shape our growth and evolution.

A global team - Collaborate with colleagues from diverse backgrounds across the world, embracing different perspectives

Benefits and perks - Make the most of what matters to you, At Upsun, we celebrate diversity in all its forms and are committed to fostering an inclusive, equitable, and supportive workplace where everyone can thrive. We embrace and value different perspectives, backgrounds, and experiences, because they make us stronger as a team. Whoever you are, wherever you’re from, and whatever path you’ve taken, you are welcome here. We encourage you to bring your whole self to work, connect with others, and share your passion. If you need accommodations at any stage of our hiring process, please let us know. We’re here to ensure an accessible and comfortable experience for you.