Senior Manager, Development Support Engineering - Remote

Overview

The Senior Manager, Development Support Engineering, plays a critical leadership role in ensuring the success of CloudBees customers by leading a team of highly skilled Development Support Engineers (DSEs). This position is ideal for a proactive, customer-focused leader with deep technical expertise in DevOps technologies and a passion for empowering teams to deliver exceptional support.

In Short

• Manage a team of Development Support Engineers (DSEs).
• Drive operational excellence and enhance customer satisfaction.
• Oversee daily operations and ensure timely resolution of customer issues.
• Collaborate with Engineering, Product, and DevOps teams.
• Serve as a customer advocate within CloudBees.
• Align team goals with CloudBees’ mission.
• Monitor and analyze team performance metrics.
• Foster a culture of collaboration and continuous learning.
• Provide coaching and mentorship to team members.
• Identify trends to influence product roadmaps.

Requirements

• 7+ years in technical support or engineering, with 5+ years in leadership.
• Experience with Case Management systems like Zendesk or Salesforce.
• Familiarity with tools like Jira, Google Workspace, and GitHub.
• Knowledge of DevOps tools and concepts, including Kubernetes and Docker.
• Strong problem-solving and communication skills.
• Background in Linux system administration.
• Willingness to participate in on-call rotation.
• Experience managing a distributed team.
• Fluency in English (written and verbal).
• Exceptional coaching and mentorship abilities.

Benefits

• Generous paid time off.
• Commitment to diversity and inclusion.
• Opportunities for professional growth.
• Supportive work environment.
• Access to innovative technologies.