Manager, Technical Support – OpenStack with Kubernetes
Remote
Full Time
#Product
#OpenStack
#Kubernetes
#CRM
#SLA
#Customer Service
#Service Delivery
#Change Management
#Management
We are looking for a dedicated Manager of Technical Support to lead our efforts in delivering exceptional service for OpenStack and Kubernetes solutions. As the multicloud solutions experts, we combine our deep technical knowledge with the world’s leading technologies to help our clients navigate complex challenges across applications, data, and security. We have been consistently recognized as a top place to work by organizations such as Fortune, Forbes, and Glassdoor, and we are committed to fostering a culture where unique perspectives drive innovation. In this full-time, remote role, you will play a vital part in our mission to empower customers and deliver the future of technology.
Key outcomes
- Lead, develop, and mentor a team of technical professionals to ensure high-quality service delivery and performance.
- Oversee the end-to-end support lifecycle for OpenStack and Kubernetes, ensuring all client requirements are met with speed and accuracy.
- Manage customer retention through effective CRM strategies and proactive resolution of client concerns.
- Analyze operational processes and escalation procedures to identify opportunities for continuous improvement and service value.
- Ensure strict adherence to SLA requirements and maintain architectural integrity across all supported solutions.
- Drive change management initiatives and lead root cause analysis efforts when systems or processes fall short of desired outcomes.
- Collaborate with sales teams and solutions architects to design optimal cloud environments for our customers.
- Oversee developers contributing to internal tooling and open-source initiatives that benefit the broader community.
Requirements
- A bachelor’s degree in a business or technology-related field.
- 7 to 9 years of progressive experience in customer service, with a strong background in technical support management.
- Demonstrated expertise in OpenStack and Kubernetes environments.
- Proven experience in a development, testing, or engineering role, or significant experience managing DevOps engineers and developers.
- Strong understanding of service delivery, change management, and CRM practices.
- Exceptional communication skills with the ability to engage and motivate team members across all levels of the organization.
- Ability to work effectively in a remote environment while maintaining high standards of collaboration and leadership.
- Proficiency in English.
Compensation
We are pleased to offer a remote work environment that allows our team members to thrive from anywhere. Our culture is built on the connection to a central goal, and we provide a supportive atmosphere where every team member is valued as part of our winning team.
How to apply
If you are passionate about cloud technology and ready to lead a high-performing team, we invite you to apply. Please submit your application through our official careers portal. We are an equal opportunity employer and are committed to providing accommodations for individuals with disabilities throughout the hiring process.
