Support Manager

Austin, Texas

Job Summary

• Own L3 triage for production incidents across web, mobile, API, websocket, worker, lambdas, video playback

services, Redis, Aurora and third-party integrations.

• Support live event and webinar operations including attendee access, agenda/session issues, registration,

meetings, chat, stage/media problems, email delivery and integration failures.

• Read logs, API payloads, database records, queue messages and dashboards to separate configuration issues

from platform defects.

• Coordinate incident response across US hours, including severity assessment, stakeholder communication,

escalation to engineering and post-incident follow-up.

• Create and maintain support playbooks for common event-day failures, release issues, sync problems,

app-store/mobile release risks and customer-specific configuration questions.

• Validate fixes and mitigations in staging/production-like contexts, and support controlled releases or rollbacks

where appropriate.

• Identify repeated support patterns and feed them into product, engineering, QA and infrastructure improvement

backlogs.

• Mentor support engineers in technical diagnosis, clear evidence gathering and concise escalation notes.

Key Responsibilities

1. Lead And Manage The Support Team To Ensure High-Quality Service Delivery And Adherence To Processes.

2. Develop And Implement Strategic Plans To Align Support Operations With Business Goals.

3. Collaborate With Other Departments To Resolve Complex Technical Issues And Improve Support Processes.

4. Implement And Maintain Standard Operating Procedures For Support Operations.

5. Conduct Regular Performance Reviews And Provide Feedback To Team Members To Promote Professional Growth.

Skill Requirements

Senior technical support or support engineering background on SaaS/event/webinar platforms.

• Totem / Informa Event and Webinar Platform
• Job Description
• Page 1
• Ability to understand React web, React Native, Node/Express APIs, SQL/Aurora, Redis, AWS Lambda,

ECS/Fargate and websocket symptoms at a practical diagnostic level.

• Strong SQL reading/debugging, log analysis, API testing and incident-management discipline.
• Clear written communication for customer-facing and engineering-facing updates.
• Comfort working under live event pressure with incomplete information and time-sensitive customer impact.
• Experience creating runbooks, support dashboards, escalation workflows and post-incident actions.

Other Requirements

Operate with high autonomy, making sound technical decisions where requirements are incomplete or cross

multiple systems.

• Influence architecture, delivery approach, quality standards and production readiness across squads or vendors.
• Handle high complexity and high business impact, especially during event build-up, release windows and live

event support.

• Communicate clearly with engineering, QA, product, support and leadership, including trade-offs, risk, mitigation

and sequencing.

• Leave systems more understandable through documentation, runbooks, tests, observability and maintainable

implementation patterns.

• Reliable US-timezone technical escalation coverage and reduced time-to-diagnosis for live issues.
• Actionable incident notes with evidence, impact, mitigation, owner and follow-up tasks.
• Improved support runbooks for event-day operations, webinars, mobile releases, integrations and email/sync

workflows.

• Recurring issue reports that help engineering reduce support load over time.

Maximum Salary (US): 128000

Minimum Salary (US): 69000

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