Senior Manager, Support

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.

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.

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

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.

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.

45 Minutes with Talent Acquisition

60 Minutes with Hiring Manager (Senior Director, Customer Support)

60 Minutes with Team (IC's)

60 Minutes with Team (Leaders)

45 Minutes with Executive (Chief Customer Officer)

All roles require background checks.

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.