Technical Support Manager - EMEA

Morowali, Sulawesi Tengah, Indonesia

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Software, Biotechnology, Support ServicesIndustries

Requirements

The ideal candidate has experience leading or managing technical support teams and has helped individuals grow in their careers. They are an adept communicator, creating clarity in complex situations, communicating with care, and building trust across roles and functions. They are process-minded and proactive, with a focus on delivering high-quality support at scale, and value equity and care deeply about fostering equity and inclusion in their daily work.

Responsibilities

As the EMEA Technical Support Manager, you will lead and grow a high-performing team of TSEs through inclusive coaching and growth opportunities, create a psychologically safe and equitable environment, support customer success by providing timely responses and escalations, define and track key support metrics, evolve support workflows and documentation systems, collaborate with Product, Engineering, and Customer Success, drive long-term impact through strategic initiatives, forecast staffing needs, build scalable enablement systems, and contribute to AI tooling, onboarding programs, and internal enablement.

Skills

Team Leadership

Support Management

Customer Advocacy

Inclusive Coaching

Technical Support

Team Building

Diversity and Inclusion

Mentorship

LaunchDarkly

Feature management platform for software developers

About LaunchDarkly

LaunchDarkly provides a platform for developers to manage and automate software features. Its main product is a feature management platform that allows developers to control software features, enabling safe code shipping, self-serve experimentation, personalized user experiences, and improved reliability of applications. This platform allows developers to revert feature behaviors without code changes, enhancing productivity. LaunchDarkly operates on a subscription model, charging clients for access to its services. The platform helps clients innovate quickly, automate software releases, reduce delivery costs, and maximize the impact of software features. The goal is to improve software development processes for a diverse range of clients in the DevOps market.

Oakland, CaliforniaHeadquarters

2014Year Founded

$321.3MTotal Funding

SERIES_DCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

501-1,000Employees

Benefits

Flexible work environment - Making an inclusive space for everyone means recognizing we all have our own individual working styles and needs.

Health and wellness - LaunchDarkly offers full coverage with health, dental, and vision plans for you and your dependents.

Salary and options - We're all in this together. LaunchDarkly offers competitive pay, equity, and the option to participate in a 401(k) program.

Learn and grow - We love to see our own continue to grow their skill sets—whether that's taking a class or attending a conference.

Risks

Competition from Harness, acquiring Split.io, threatens LaunchDarkly's market share.

Guardian Edition's complexity may confuse customers and complicate sales.

Expansion into the EU region may increase operational costs and regulatory scrutiny.

Differentiation

LaunchDarkly offers advanced feature flagging and experimentation capabilities for progressive delivery.

The platform supports EU data residency, enhancing compliance for European clients.

LaunchDarkly integrates feature management with CI/CD pipelines for seamless software delivery.

Upsides

LaunchDarkly's Galaxy Product Release enhances personalized user experiences and feature optimization.

The appointment of Claire Vo as CPO is expected to drive platform innovation.

Recognition as a Strong Performer by Forrester boosts LaunchDarkly's market credibility.

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