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Manager, Support Engineering

Closing: Nov 13, 2022

This position has expired

Published: Nov 11, 2022 (21 days ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

Contract Type:

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Projects you might work on:

Support Managers also work on things that will make your (and the lives of your coworkers) easier. Current and past Support team members have:

You should apply if:

  • You have an affinity for (and experience with) providing customer support, and making customers happy.
  • You have more than 2 years experience leading Support Engineering teams.
  • You’ve got advanced analytical and problem solving skills.
  • You’ve got a keen eye for forward thinking solutions (Kubernetes, Containers, etc.).
  • You enjoy solving many small problems per day.
  • You’ve got 5+ years of support experience.
  • Within the last 5 years, you have held a role at one company for at least 2 years.
  • You understand DevOps processes and you appreciate the value technologies like Serverless and Kubernetes bring to the software deployment and development process.
  • You’re able to communicate complex technical topics to customers and coworkers of varying technical skill level.
  • You’ve got extensive experience building and scaling teams.
  • You demonstrate excellent spoken and written English.
  • You’re experienced in creating and implementing new processes and procedures.
  • You’re experienced in writing support content.
  • You’ve got experience leading remote, distributed teams across geographies with a keen focus on employee development and the achievement of desired results.
  • You’ve got extensive experience in leading teams to take ownership and work to manage the entire issue lifecycle, from customer, to development team, to resolution.
  • You’re able to perform complex Linux System Administration tasks.
  • You’ve got experience with web application development using an MVC framework e.g. Rails (Ruby), Django (Python), Laravel (PHP).
  • You’ve got experience with Git and CI/CD.
  • Our values of collaboration, results, efficiency, diversity, iteration, and transparency resonate with you.


Responsibilities

Projects you might work on:

Support Managers also work on things that will make your (and the lives of your coworkers) easier. Current and past Support team members have:

You should apply if:

  • You have an affinity for (and experience with) providing customer support, and making customers happy.
  • You have more than 2 years experience leading Support Engineering teams.
  • You’ve got advanced analytical and problem solving skills.
  • You’ve got a keen eye for forward thinking solutions (Kubernetes, Containers, etc.).
  • You enjoy solving many small problems per day.
  • You’ve got 5+ years of support experience.
  • Within the last 5 years, you have held a role at one company for at least 2 years.
  • You understand DevOps processes and you appreciate the value technologies like Serverless and Kubernetes bring to the software deployment and development process.
  • You’re able to communicate complex technical topics to customers and coworkers of varying technical skill level.
  • You’ve got extensive experience building and scaling teams.
  • You demonstrate excellent spoken and written English.
  • You’re experienced in creating and implementing new processes and procedures.
  • You’re experienced in writing support content.
  • You’ve got experience leading remote, distributed teams across geographies with a keen focus on employee development and the achievement of desired results.
  • You’ve got extensive experience in leading teams to take ownership and work to manage the entire issue lifecycle, from customer, to development team, to resolution.
  • You’re able to perform complex Linux System Administration tasks.
  • You’ve got experience with web application development using an MVC framework e.g. Rails (Ruby), Django (Python), Laravel (PHP).
  • You’ve got experience with Git and CI/CD.
  • Our values of collaboration, results, efficiency, diversity, iteration, and transparency resonate with you.


As a Support Engineering Manager, you will be:

  • helping hire a team of Support Engineers who are focused on delivering world class technical support.
  • helping Support Engineers develop and nurture their skills and experience.
  • driving team members to be "managers of one".
  • building processes that enable team members to collaborate and execute.
  • holding regular 1:1s with all members on your team.
  • creating a sense of psychological safety on your team.
  • engaging with our customers to triage their issues via tickets and video conferencing.
  • creating, updating, or reviewing documentation changes based on customer interactions.
  • fostering an environment for the engineers on your team to maintain good ticket performance and satisfaction.
  • training Support Engineers to screen applicants and conduct technical interviews.
  • improving the customer experience in measurable and repeatable ways.
  • participating in escalation on-call rotation (limited to regional working hours during the week and weekend).


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