Support Engineering Manager

Akeneo Product Cloud is a composable solution for orchestrating, activating, and optimizing product experiences across all owned and unowned channels. With its open platform, leading PIM, add-ons, connectors, and marketplace, the Akeneo Product Cloud improves product data quality and accuracy, simplifies catalog management, and accelerates the sharing of product information across all channels and locales. At Akeneo, our teammates are the driving force behind who we are and where we want to go as a company. We work every day to shape a first-class work environment and culture, which is rooted in our core values of Humble Hunger, Diligent Benevolence, Responsible Pioneers and Inclusive Community Our Purple Fire isn’t just a set of values; it’s our unique way of igniting passion and driving excellence. Bold and fun, with a hint of the unexpected - it is the essence of who we are. We want our people to help us grow and to grow with us, and that’s why we do whatever it takes to equip our employees with everything they may need to make a tangible impact on themselves, the business and the company. Let our intrepid three-headed mascot #ZiggyTheHydra welcome you into her world and join us at Akeneo Learn more about who we are as an employer and about our Culture and Values via our Career page. ***Job description***: We are looking for a Support Engineering Manager to lead a team of 5 to 10 Support Engineers, Support Engineer Lead, and Cloud Engineers based in Nantes and Boston. The team is filled with dedicated and passionate people who take pride in going the extra mile to deliver the best customer experience. As part of the Product department, the Support Engineering Manager will work closely with the Support Managers and all the Engineering and Product managers to ensure high levels of customer satisfaction by driving top-quality technical guidelines. **More precisely, your main responsibilities will be to**: - Manage, develop, lead, and mentor the Cloud Engineers, Support Engineers, and Lead to provide world-class technical support by developing and nurturing the team’s skills and experience. - Be the central point of contact for Support Engineers' activities, as well as for PaaS support and maintenance, demonstrating a comprehensive understanding of the organization of the product department, its offerings, technology stack, and technical needs. - Create, implement, and monitor key performance indicators (KPIs), service level agreements (SLAs), and relevant performance metrics to ensure we meet and exceed our customer service standards. - Work cross-functionally to develop technical processes, tools, and practices that reduce and optimize the volume of technical requests, increase customer satisfaction, and ease technical qualification. - Drive initiatives to continuously work with the team to ideate, build, and scale new ways to drive increased customer value. - Be up-to-date on Akeneo products, procedures, and trends, ensure the team training accordingly, and anticipate strategic and scaling-related challenges via well-thought-out long-term planning. **Qualifications**: - You have experience scaling, building out, and managing multicultural teams and leading remote experience with distributed teams across geographies. - You have advanced analytical and problem-solving skills and a technical background that can help a team evaluate trade-offs during analysis and qualifications. - You are experienced in creating and implementing new processes and procedures and writing technical support content. - You have a good ability to drive and embrace change and work well with technical and non-technical people to deliver high-value results. - You know when to let the team figure things out independently and provide the necessary context and skills to help them out and be hands-on. - Our core values of Humble Hunger, Diligent Benevolence, Responsible Pioneers and Inclusive Community. - You demonstrate excellent spoken and written English. - Strong "plus" if you are familiar with most of our technical stack. **Technical stack**: - Infrastructure: GCP, Docker, Kubernetes / on-premise, Paas, Saas - Back-end: PHP, Symfony, NodeJS - Operating system: Linux, Bash - Database: SQL and MySQL - Analytics: Big Query, ElasticSearch - Observability: Datadog - Monitoring: K9S - Collaboration tools: Jira, Notion **Life at Akeneo** **Culture** Diverse, cross-cultural team. Annual All Staff gathering week, office parties, team offsites Top-notch 8-week onboarding programme for new teammates, including live presentations, online courses you can take at your own pace, and an exhaustive checklist with all the resources, calls-to-action and support contacts for a smooth integration into the company. The position is open in the lovely city of Nantes: Enjoy a 19th-century historical building, tour our private garden and stop by the pond while doing your team catch-up. We also do great barbecues when the sun is out.