Platform Support Manager

• Oversee Level 2/3 technical teams for rapid resolution of complex issues impacting the SaaS platform.
• Drive continuous improvement across operational workflows, including incident response and formal problem management.
• Report on key operational metrics and implement strategies to meet or exceed targets.
• Collaborate with SRE and Product Engineering teams to enhance platform observability and automate response activities.
• Lead, mentor, and develop a geographically diverse team of platform engineers and specialists.
• Establish and maintain operational boundaries and SLEs with internal partners to ensure seamless service handoffs.

• Minimum 5-7 years of experience in a high-volume, global SaaS support or operations environment.
• Minimum 2-3 years of direct people management experience with a large, geographically diverse team.
• Deep technical proficiency in cloud platforms (e.g., AWS, Azure, GCP), Kubernetes, and MySQL.
• Strong process knowledge in Incident, Problem, and Change Management.
• Proven ability to implement and drive process adherence.
• Exceptional communication skills for technical and executive audiences.
• Proven experience in managing and reducing technical debt within a platform.

Pay range: $170K - $221K