Platform.sh is an automated, continuous-deployment high-availability cloud hosting solution that helps web applications scale effortlessly and serve the most demanding traffic. Backed by Partech Partners.
About the role
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. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 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
More about this role
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;...
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