Customer Support Engineering Manager

  • CloudLinux
  • Remote (Ukraine)
  • 05 Oct, 2022
Full time, Remote Management/Leadership Software Engineering

Job Description

Customer Support Engineering Manager will take the lead on onboarding, developing and supporting Customer Support Engineers within our Kernel development team. The ideal candidate will build the team from scratch utilizing their experience and best practices.

In this role, you can expect to:

  • Establish, maintain and document Tier 3.5 Support processes
  • Hire, onboard and ramp new team members to set them up for success
  • Drive operational excellence within your team and achievement of SLAs and OKRs
  • Actively coach and mentor other members of the team through 1:1s and quality review
  • Develop and maintain a continuous improvement culture within the team
  • Ability to meet tight deadlines and multi-task while executing projects in a fast-paced environment while performing other duties as assigned
  • Serves as an escalation contact for business and team
  • Lead (problem management) trends and root cause analysis for incidents
  • Present recommendations for resolving more complex situations
  • Provide information to functional colleagues, internal partners, and stakeholders
  • Maintain high level of quality, service levels, security, governance, risk, and compliance requirements for supported areas and demonstrate adherence to documented policies



To be successful you should have:

  • 3+ years of experience as a Software Engineer, Support Engineer, or Analytics Engineer
  • Managed a global Tier 3 or Tier 4 support team through a rapid period of growth and specialization or at least being a people manager for 2+ years
  • ITSM (IT service management) background or experience
  • Experience working end-to-end within a technical escalation process, from customer requests to engineering
  • Strong project/program management skills — you are a highly structured arranger and facilitator and are energized by bringing order to chaos
  • Created support hand-off processes in a 24/5 or 24/7 follow-the-sun support model


What's in it for you?

  • A focus on professional development;
    • Training reimbursements
    • Mentor programs
    • Knowledge-Exchange programs
    • Interesting and challenging projects
  • Flexible working hours
  • Paid one month vacation per year and unlimited sick leave
  • Medical insurance reimbursement
  • Co-working and gym/sports reimbursement
  • The opportunity to receive a reward for the most innovative idea that the company can patent

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Job Level

Team Lead