Cloud-Native Support Engineering Manager at Deimos

As a Support Engineering Manager, you will play a pivotal role in scaling our rapidly growing Cloud-Native Support Engineering team. Initially, you will manage 1- 2 direct reports and this number will grow over time. Working closely with the CTO and Engineering Directors, you will drive several key initiatives: identifying process improvements, reporting on key metrics, identifying gaps in our teams, defining job descriptions for open vacancies, and owning hiring processes to find the best support engineering talent and build a diverse and inclusive team.

Your team will apply advanced troubleshooting techniques to provide unique solutions to our clients’ individual needs. Your team will not only support our clients but always play a vital role in supporting the internal operations of the Deimos team. These will include account management, maintaining our cloud accounts, improving our overall security posture and improving our onboarding and off-boarding processes. 

When not working on support or operational tasks, the members of the team will be contributing to the projects they are supporting as Individual Contributors, following the guidance of the engineering team who owns the project(s). This role requires a hands-on individual who not only manages the team, but also acts as an Individual Contributor (IC).

What you will be doing in this role:

• Help in hiring a team of Support Engineers who are focused on delivering world class technical support.
• Manage team performance by having continuous quality 1:1 conversations and formulating personal development and growth paths.  
• Formulate quarterly goals in collaboration with team members.
• Focus on enabling a psychologically safe team environment where all remote team members feel included and connected.   
• Be a positive leader and mentor ensuring team members acquire necessary skills (technical and non-technical), in line with business and personal development needs.
• Identify, plan, and drive projects that improve support-related processes and our customers’ technical support experience.
• Resolve client and internal issues via email, text and video conferencing.
• Apply advanced troubleshooting techniques to provide unique solutions to our clients' individual needs.
• Work closely with the Deimos Software Engineering and Site Reliability teams to reproduce and resolve client issues while maintaining good client relations.
• Work closely with Deimos leadership to improve our support engineering processes. 
• Take the role of a TechOps engineer to support internal facing requests.
• Act as the first point of contact regarding client incidents and outages while driving customer communication during critical events.
• Leverage your extensive customer support experience to provide feedback to internal teams on how to improve our services.
• Write tutorials, how-to videos, and other technical articles for all Deimos engineers to utilise.
• Continually research and learn the current and future best practices, technologies, and architectures at Deimos.
• Participate in regular rotations for weekday and weekend on-call coverage, providing emergency support to our SLA clients, or working with the team to coordinate incident communications.
• Conduct timely incident reports.

What it takes to succeed in this role:

• Proven work experience as a Cloud Support Engineer, Technical Support Engineer or similar role.
• Minimum of 2 years of experience leading Support Engineering teams, preferably, you are familiar with building and scaling teams.
• Strong background in leading remote, distributed teams across geographies with a keen focus on employee development and the achievement of desired results.
• Experienced in creating and implementing new processes and procedures
• Hands-on experience with AWS, Microsoft Azure and/or Google Cloud Platform.
• Extensive experience networking, analysing, troubleshooting, and providing solutions to difficult technical issues.
• Familiar with service desk and incident management software.
• Experienced in writing support oriented content and documentation.
• Adept in managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolution.
• Knowledgeable of DevOps methodologies with an appreciation of the value that technologies like Serverless and Kubernetes bring to the software deployment and development process.
• Proven ability to communicate complex technical concepts/topics to customers and coworkers of varying technical skill levels.
• A fundamental understanding of the Linux operating system.
• Basic understanding of Cloud Computing concepts.

The ideal candidate has:

• Ability to learn new technologies quickly.
• Excellent problem-solving and communication skills.
• Critical thinking.
• Solid dependable team player.
• Exceptional customer service skills.
• Great communication skills. 
• Enjoys solving many problems per day.