Job Description

The Platform Support Manager will lead the operational excellence, technical maturity, and process adherence within the global Platform Support team, ensuring high availability and stability for a mission-critical SaaS platform and extensive customer base.

Responsibilities

• Oversee Level 2/3 technical teams for issue resolution
• Ensure platform stability and high availability
• Optimize operational workflows (incident response, escalation, problem management)
• Manage and report on key operational metrics
• Collaborate with SRE and Product Engineering for observability and automation
• Lead, mentor, and develop a geographically diverse team
• Establish operational boundaries and SLEs with internal partners

Requirements

• 5-7 years of experience in global SaaS support/operations
• 2-3 years of direct people management experience
• Proficiency in cloud platforms (AWS, Azure, GCP), Kubernetes, MySQL, and data tooling
• Strong process knowledge in Incident, Problem, and Change Management
• Exceptional communication skills
• Experience in managing technical debt

Benefits

• No benefits