Senior Manager, Development Support Engineering

Job Type: Full-time 

Location: U.S. or Canada (Preferred regions: West Coast/Central US, Central/Western Canada) 

Department: Technical Support

About CloudBees  CloudBees is the leading software delivery platform enabling enterprises to scale software delivery while ensuring security, compliance, and operational efficiency. We empower developers with fast, self-serve workflows across hybrid and heterogeneous environments, offering unmatched flexibility for cloud transformation.

As trusted partners in DevSecOps, CloudBees supports organizations using Jenkins on-premise, transitioning to the cloud, or accelerating their DevOps maturity to drive innovation and achieve their business goals.

Role 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.

You will manage a team of individual contributors who act as the frontline technical experts for our customers, providing advanced troubleshooting, guidance on best practices, and collaboration with engineering teams. As a Senior Manager, you’ll drive operational excellence, foster professional growth within your team, and contribute to strategic initiatives that enhance customer satisfaction and loyalty.

Key Responsibilities

Team Leadership and Development:

• Recruit, onboard, and develop a high-performing team of Development Support Engineers (DSEs).
• Foster a culture of collaboration, innovation, and continuous learning within the team.
• Provide coaching, mentorship, and career development opportunities for team members.
• Conduct regular performance reviews, set measurable goals, and align individual contributions with department objectives.

Operational Excellence:

• Oversee daily operations of the team, ensuring timely and effective resolution of customer issues.
• Monitor and analyze team performance metrics (e.g., response times, resolution rates, CSAT) and drive continuous improvements.
• Collaborate with Engineering, Product, and DevOps teams to streamline issue escalation and resolution processes.
• Develop and implement strategies to enhance internal tools, diagnostics, and automation capabilities.

Customer Advocacy:

• Serve as a customer advocate within CloudBees, ensuring feedback is captured and relayed to relevant teams.
• Partner with customer-facing teams to align support efforts with broader customer success initiatives.
• Promote knowledge sharing through contributions to documentation, training materials, and public-facing resources.

Strategic Contributions:

• Align team goals with CloudBees’ mission to drive DevSecOps transformation for our customers.
• Identify trends and insights from support interactions to influence product roadmaps and improve customer experiences.
• Represent the Development Support Engineering function in cross-departmental planning and strategy sessions.

Qualifications

Must-Have:

• 7+ years of experience in technical support, engineering, or a related role, with at least 5 years in a leadership or managerial position.
• 5+ years of experience with Case Management systems like Zendesk, Salesforce or JSM or equivalent.
• Familiarity with tools like Jira, Google workspace, Confluence, Github, Pagerduty or equivalent. 
• Willing to be part of the on-call rotation here within the Support organization.
• Be part of the ongoing improvement of our processes and enhancements. 
• Familiarity with DevOps tools and concepts, including Kubernetes, Docker, and CI/CD pipelines.
• Demonstrated ability to manage and develop a distributed team in a fast-paced, customer-centric environment.
• Exceptional problem-solving and communication skills, with fluency in English (written and verbal).
• Strong background in Linux system administration and troubleshooting.

Nice-to-Have:

• Background in Java development.
• Familiarity with AI tools is nice to have. 
• Experience with enterprise technologies such as LDAP, databases, and REST APIs.
• Expertise in cloud platforms like AWS, GCP, or Azure.
• Relevant certifications (e.g., Kubernetes, cloud platforms, DevOps tools).
• Contributions to open-source projects or the Jenkins community.
• Expertise in Java application troubleshooting, including JVM analysis (thread dumps, heap dumps, garbage collector logs).
• Hands-on experience with Jenkins (administration, job development, troubleshooting builds).

We’re invested in you!

We offer generous paid time off to allow our employees time to rest, recharge and to be present with family and friends throughout the year. At CloudBees, we truly believe that the more diverse we are, the better we serve our customers. A global community like Jenkins demands a global focus from CloudBees. Organizations with greater diversity—gender, racial, ethnic, and global—are stronger partners to their customers.

Whether by creating more innovative products, or better understanding our worldwide customers, or establishing a stronger cross-section of cultural leadership skills, diversity strengthens all aspects of the CloudBees organization. In the technology industry, diversity creates a competitive advantage. CloudBees customers demand technologies from us that solve their software development, and therefore their business problems, so that they can better serve their own customers. CloudBees attributes much of its success to its worldwide work force and commitment to global diversity, which opens our proprietary software to innovative ideas from anywhere.

Along the way, we have witnessed firsthand how employees, partners, and customers with diverse perspectives and experiences contribute to creative problem-solving and better solutions for our customers and their businesses.

Scam Notice

Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of CloudBees. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Please note that CloudBees will never ask for any personal account information, such as cell phone, credit card details or bank account numbers, during the recruitment process. Additionally, CloudBees will never send you a check for any equipment prior to employment.

All communication from our recruiters and hiring managers will come from official company email addresses (@cloudbees.com) or from Paylocity and will never ask for any payment, fee to be paid or purchases to be made by the job seeker. If you are contacted by anyone claiming to represent CloudBees and you are unsure of their authenticity, please do not provide any personal/financial information and contact us immediately at tahelp@cloudbees.com.

We take these matters very seriously and will work to ensure that any fraudulent activity is reported and dealt with appropriately. If you feel like you have been scammed in the US, please report it to the Federal Trade Commission at: https://reportfraud.ftc.gov/#/.In Europe, please contact the European Anti-Fraud Office at:  https://anti-fraud.ec.europa.eu/olaf-and-you/report-fraud_en 

Signs of a Recruitment Scam· 

Ensure there are no other domains before or after @cloudbees.com.  For example:  “name.dr.cloudbees.com”· Check any documents for poor spelling and grammar – this is often a sign that fraudsters are at work.· If they provide a generic email address such as @Yahoo or @Hotmail as a point of contact.· You are asked for money, an “administration fee”, “security fee” or an “accreditation fee”.- You are asked for cell phone account information. 

#LI-Remote