Support Engineering Manager Jobs

Aiven provides an open source data platform as a service. We help organizations fuel the continuous innovation needed to create cutting edge, data-intensive applications by using the leading open source technologies.

We’ve got the will - our vision: Aiven is a trusted open source data platform for everyone.

We’ve got the way - our values: openness, ownership and courage. We’re proud of our positive and passionate working environment, and it makes us really excited about what we can achieve. With us, you’ll be free to contribute creatively and meaningfully.

We’ve got the funding - our trusted backers: with world-class investors like Atomico, IVP and Earlybird Venture Capital, in 2022 we raised Series D funding of $210M to fuel global expansion, sustainability and diversity in tech. With a recent valuation of $3B, we’re one of the tech world’s most recent unicorns.

We value and celebrate the diversity of our people and invest in building a diverse team. We recognize the many benefits of a diverse workforce and strive for an inclusive workplace that empowers all our colleagues to thrive. We have a journey ahead of us, and we are committed to taking that journey towards being a more diverse and inclusive company.

Come and read more about us at https://aiven.io/blog/what-is-aiven.

The Role:

We are in search of a Support Engineering Manager to build and lead an AMER-based team of dedicated Support Engineers. The team will provide reliable services for Aiven customers by proactively looking after the health of the Aiven platform during business hours of the 24/7/365 Aiven global operation. The team will also handle Support incidents and coordination to fix those in cooperation with other units. The team's work is heavily oriented towards supporting customers and platform automation while putting customers and their success at the heart of everything we do.

What You'll Do:

• Ensure that service-level agreements (SLAs) are met or exceeded.
• Ability to empathize with customers, prioritize their needs, and advocate for their requirements within the organization.
• Act as a point of escalation on incidents and critical customer issues, providing timely updates and resolutions.
• Lead a team of AMER-based Support Engineers
• Establish and maintain a robust knowledge base, documentation, and self-service resources to empower customers and support engineers.
• Collaborate with the support team to address and resolve complex technical issues promptly and effectively.
• Coordinate and develop global operations work together with our EMEA and APAC based SRE Managers, Support Managers and their respective teams
• Run a tight, efficient operation where decision-making is based on metrics and data and work is prioritized accordingly
• Enable the team to drive important software and process initiatives for the Aiven platform, plan on-call shift rotations, ensuring adequate team availability in Aiven’s global follow-the-sun operation
• Manage and mentor a distributed team of support engineers, fostering a collaborative and high-performing work environment.
• Enable and prepare the team to provide exceptional proactive and reactive support to resolve technical issues within the Aiven Customer base.
• Collaborate with cross-functional teams, including Operations, Engineering and Product Management, to address customer needs and ensure quick problem resolution.

What We're Looking For:

Don’t worry if your experience doesn’t line up perfectly – we still encourage you to apply! We believe in investing in our crabs’ professional growth.

Must-have:

• Experience managing operations teams and defining, setting measurable success criteria for engineering/support roles with a focus on hiring, training and leading a team of engineers
• Minimum of 8 years of experience in technical support/operations or equivalent SAAS experience, with at least 3 years leading SRE/DevOps or Support teams.
• Prior experience working as an engineer at a software company, enabling you to contribute to technical discussions at a senior level
• You have a passion for managing and motivating teams to reach their potential, including performance management
• Linux operating system; demonstrable experience using various Linux utilities and tools and a good grasp of networking basics like DNS and VPC.
• Bachelor or master’s degree in computer science or related field, or equivalent practical experience in programming or supporting SAAS based applications

Nice-to-have:

• Troubleshooting, root-causing, and triaging support and/or operational cases
• Development application or some technical hands-on capacity with two or more technologies in Aiven’s portfolio for multiple years
• Incident management and facilitating retrospectives and postmortems

Our Offer

If you ask us what’s the best thing about working for Aiven, many will probably say it’s the high concentration of talent from around the world that we have here. Enjoy the agile environment of a hyperscale scale-up where you can truly make an impact and have fun while at it.

We invest in you

• Get holistic wellbeing support through our global Employee Assistance Program.
• Dreaming of flexible work arrangements? Look no further. Work in one of our hubs, fully remote, or anything in between.
• Step up your career game with real employer support (use one of our learning platforms, annual learning budget, and more).
• Get the equipment you need to set yourself up for success.
• Participate in Aiven’s equity plan.

Make a difference at Aiven

• Contribute to open source projects that you find meaningful outside of work - and get paid for it. Our Plankton program recognizes extra work to the open source ecosystem for developers and non-developers alike.
• Use up to 5 days per year to volunteer for a good cause of your choice.
• Join one of our team member resource groups - empower yourself and others in missions that resonate with you.

What else?

• Your wellbeing matters: we provide you with health care and wellness spending accounts, as well as short and long term disability plans that protect you if you’re unable to work
• Need insurance: We’ve got you covered - benefit from our: Comprehensive health insurance including dental and vision benefits, Life and AD&D insurance and Travel medical insurance
• Looking after your future: you’re covered by our group RRSP retirement plan with a DPSP Aiven match
• Make the most of the various discount programs on offer

Amazing, What’s next

If you think Aiven is the place for you, send us your CV, and we’ll get in touch!

Work Permit Sponsorship

Aiven is able to sponsor work permit for this position. However, possible recruitment and employment is subject to having and maintaining an adequate authorisation to work.

Equal Opportunities

Aiven provides equal employment opportunities to all qualified employees and applicants for employment without regard to age, gender identity, national or ethnic origin, religion, sexual orientation, physical and mental ability, marital and family status or without regard to any other similar personal attributes. Aiven complies with applicable local laws governing non-discrimination in employment in every location in which the company operates. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation, training and any other terms and conditions related to employment.

At Aiven, we are committed to providing reasonable accommodations for qualified individuals with disabilities or special needs in our working environment and job application procedures. We make all reasonable accommodations for persons with disabilities or who otherwise need support to thrive in the workplace. We are committed to continuously improving workplace accessibility. There is an option to request a discussion in the application process but if you have any questions before applying please write to us at [email protected].