Manager, Cloud Support

DigitalOcean

Software & Data

IT & Telecoms Confidential
2 months ago

Job Summary

As a Technical Support Manager – you will have the responsibility for managing a highly skilled team supporting Kubernetes, Managed Databases, Serverless, and App platform. You will work closely with the Senior Management, Engineering, Product, Sales, and Product Marketing teams to ensure that DO is delivering overall superior service to its customers. Reporting to the Director of Customer Support, this person will have strong opinions about the direction and performance of the team, demonstrate a deep understanding of DigitalOcean (customers, policies, and procedures), desire to help others reach their full potential, and feel responsible for the efforts of their team. They will learn to invest their skills, energy, and focus on developing and maintaining a shift that is founded on authenticity, love, transparency, efficiency, accountability, collaboration, empowerment, and fun!

  • Minimum Qualification:Degree
  • Experience Level:Mid level
  • Experience Length:6 years

Job Description/Requirements

Responsibilities:

  • Discuss trends, issues, and strategy with leadership, and implement resultant changes on the shift
  • Place the customer experience at the forefront of their work, while championing for the customer within the organization
  • Support Incident Management efforts, including internal and external communications, executive summaries, issue verification, cross-functional collaborations
  • Provide oversight of daily queue management to achieve KPI targets.
  • Prioritize hiring based on regular workforce forecasting projections
  • Coach & Development direct through consistent engagement; scheduling 1:1’s, providing feedback/ QA, discussing Individual Development Plans (IDP’s) and training and assessment needs
  • Act as first-point-of-contact for escalations to leadership; Ensure escalations are routed, prioritized, and resolved properly
  • Understand the obstacles, setbacks, triumphs, & motivations of shift members
  • Own handoffs between shifts on both an individual & leadership level
  • Advocate for the perspective of direct reports to leadership
  • Advocate for the perspective of leadership to their direct reports


Requirements:

  • Ability to motivate shift members to reach their potential
  • Attention to detail in relation to what happens during the shift
  • Ability to find the answer, even if you don’t know it (JIRA, escalation, outreach to other teams, etc)
  • Ability to accomplish assigned  tasks that are asked of direct reports on the shift
  • Effective delegation of tasks, roles, and project work to direct reports on the shift
  • Ability to de-escalated complex and difficult escalations
  • A reputation for holding shift members to a high-performance standard
  • Solid analytical skills & the ability to work with metrics, numbers, & trends
  • Ability to build relationships with a wide range of stakeholders at all levels
  • Ability to transition between hands-on & tactical to complex & strategic work with ease
  • Ability to corral a conversation with multiple voices into a productive & brief discussion without leaving anyone feeling marginalized
  • Problem-solving skills that can unite people in a genuine & authentic way to work together & drive solutions & successful outcomes

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