Manager, Platform Support Engineer

As a Platform Support Engineer (PSE) Manager, you will lead a high‑performing team responsible for delivering exceptional real‑time chat and case support experiences. You will drive operational excellence, elevate communication and quality standards, and partner closely with global teams across Support, Customer Success, Product, Engineering, Insights, and Enablement.

This role requires strong technical depth, demonstrated people leadership, mastery of support operations, and the ability to execute in a fast‑paced, data‑driven environment at scale.

Responsibilities & Duties:

Team Leadership & People Management

· Lead, coach, and develop a team of Platform Support Engineers, including hiring, onboarding, capability building, and performance management.

· Define clear expectations aligned with KPIs such as MTFR, TTR, CSAT, Quality Index, shift adherence, schedule governance, and productivity.

· Conduct regular 1:1s, skill assessments, and structured development conversations to support continuous growth.

· Foster a team culture rooted in accountability, customer obsession, operational rigor, and continuous improvement.

Operational Excellence Across Chat & Case

· Oversee day‑to‑day operations to ensure SLA/KPI adherence, timely responses, balanced workloads, and consistent global coverage.

· Monitor queue health, backlog trends, routing logic, wait times, and team responsiveness across time zones.

· Ensure shift adherence, punctuality, and smooth regional handovers as part of a follow‑the‑sun support model.

Quality, Coaching & Escalation Governance

· Review chat and case quality, providing structured feedback to raise communication excellence.

· Serve as the first escalation point, ensuring accurate triage and proper escalation governance.

· Validate escalated interactions for completeness, correctness, and customer impact.

· Identify systemic issues and collaborate with Product, Engineering, Support, and cross‑functional partners to resolve recurring gaps.

Customer Experience & Risk Management

· Track CSAT trends across chat and case, driving coaching and targeted improvement plans.

· Participate in Integrated Account Team (IAT) discussions to proactively identify and mitigate account risks.

· Enable proactive outreach to customers when delays, blockers, or service risks are anticipated.

Cross‑Functional Collaboration

· Partner with Customer Success, Support, Product, Insights, Engineering, and Enablement to improve workflows, tooling, and processes.

· Champion adoption of new platform capabilities, features, and process enhancements across the PSE team.

· Contribute to global PSE programs, operational improvements, and knowledge/enablement content.

Reporting & Operational Metrics Ownership

Own and report on key operational metrics including MMTFR, TTR, CSAT, Quality Index, shift adherence, escalation governance, and certification progress. Provide weekly and monthly insights to leadership on performance trends, risks, and operational drivers, along with data‑backed improvement recommendations.

· 7+ years in technical support, customer success, or related customer‑facing technical roles.

· 3+ years of people management experience, ideally in real‑time chat and case operations.

· Strong experience with support and workflow tools such as Salesforce, Jira, Zendesk, ServiceNow, or similar enterprise platforms.

· Technical understanding of cloud platforms and modern infrastructure (AWS, Azure, GCP, containers, Kubernetes, microservices, web servers, networking & security fundamentals).

· Proven experience managing escalations, operational metrics, and quality governance.

· Experience with Dynatrace or similar APM/observability platforms such as AppDynamics, New Relic, Datadog - including distributed tracing, metrics/log monitoring, RUM, and full‑stack performance troubleshooting is a strong advantage.

· Work with cutting‑edge technologies in cloud, observability, AI, performance engineering, and automation.

· Be part of a global, diverse, collaborative team that encourages innovation and continuous learning.

· Access world‑class development programs tailored to your strengths and career goals.

· Make a direct impact on customer experience and operational excellence across global support channels.

· Thrive in a culture of trust, empowerment, transparency, and growth.