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DevOps Support Manager

3 months ago

Remote, Oregon, United States Octopus Deploy Full time

Octopus Deploy sets the standard for Continuous Delivery, empowering software teams to deliver value in an agile way. Over 4,000 organizations globally – including Ubisoft, ASOS, Xero, , Stack Overflow, NASA, and Disney – rely on our Continuous Delivery, GitOps, and release orchestration solutions.

Founded in Australia in 2012, our team of over 270 Octonauts now spans the globe. We combine high growth and big ambitions with a sustainable, balanced working environment. Our revenue has grown consistently between 30–50% every year for the past 8 years, and we've been profitable for 10 out of the past 11 years. Octopus now provides the industry's most comprehensive Continuous Delivery solution for organizations operating at scale.

We've been remote-first since 2015 and work with an uncommon level of transparency. You can read our public handbook to learn how we work. We have a transparent approach to compensation that ensures people doing the same work with the same skill get paid the same, with well-defined career pathways. We foster a supportive, collaborative, and high-trust environment. We leave our job titles at the door and focus on doing what's best for our customers and team. Our leaders never shy away from answering the tough questions at our all-hands calls or in 1:1s. We conduct interviews and onboarding virtually as part of being a remote-first company.

We're looking for a DevOps Support Manager to lead the 7 strong (and growing) US team of Octopus DevOps Support Engineers. Your role is to support the team in doing what they do best, helping our customers. To do this you will help guide them via 1:1's, performance reviews and process improvements, as well as working closely with our Engineering and Revenue teams to resolve customer problems and improve our product.

To help our teams work together effectively, this remote position requires you to be located in the United States or Canada.

What You'll Do:

  • Take responsibility for the people in your team, the way they work, and the results they deliver.
  • Monitoring and ensuring compliance with our SLAs.
  • Empowering the team to get things done and driving results collaboratively.
  • Recognizing dysfunction in the team and working effectively to resolve it.
  • Clarifying goals, roles, and execution plans for the team.
  • Helping the team understand the company strategy and how they contribute to the big picture.
  • Proactively coaching people, accelerating them along their personal growth trajectory.
  • Give radically candid feedback to your team members that is timely, actionable, and helpful.
  • Ensuring that we are providing proactive support with the aim of reducing the number of inbound customer requests.

Your Background:

  • You have experience leading a highly technical team of DevOps support specialists.
  • Reinforcing our cultural values (bias for action, organic decision-making, helping out, customer empathy) is something that comes naturally to you.
  • You have experience with ensuring compliance with response objectives and SLAs.
  • You enjoy being a positive contributor to how we approach people and culture in the DevOps Support team. This includes performance reviews, culture fit, salary reviews, and how we pay.
  • You are comfortable hiring and, when necessary, exiting, members of the support team, within the overall strategy as defined by the VP of Customer Success.
  • You have experience working directly with VP-level management and closely with your partner managers to ensure that customer needs are being met.
  • Experience with Zendesk and it's reporting features would be favored.

Octopus has an internally open and transparent system for compensation. Any Octonaut can view the compensation for any role at any level. This ensures people doing the same work with the same skill get paid the same.

The compensation for this role is:

DevOps Support Manager- Maturing: $135,000 USD / Performing: $145,000 USD

Benefits include a minimum of 25 days annual leave, up to 10 days of paid sick and carers leave, 12 weeks of fully paid parental leave with flexible return options, generous health care (100% individuals, 75% dependents), dental and vision, 401K matching, and stock options. Learn more.

Interview Process

Below is the interview process you can expect for this role. We know interviewing can seem daunting, but rest assured we designed our interview process to move quickly while still getting you all the information you need.

Initial chat [30 min]

Talent acquisition screen: Meet with your Talent Acquisition team and get a feel for what it would be like to be an Octonaut

Hiring manager chat [45–60 min]

Hiring manager chat: Designated time to chat with the hiring manager. This is a great opportunity to get to know each other. You should expect the hiring manager to ask questions about your professional background and goals. We welcome any questions you may have for us

Panel interview [60–90 min]

Final round chat: In this final round call, you meet cross-functional team members. You can expect a mix of leaders and individual contributors to join the chat. By the end of this call, you should have a great idea of what it's like to work at Octopus. We should also have a great idea of what it would be like to have you on the team We'll ask any final questions and encourage you to do the same.

Our public employee handbook is the best place to learn more about life at Octopus. It includes our values, how we structure teams, career progression, leave and benefits, and much more.

If you're enthusiastic about this position, even if you don't meet all the criteria above, we wholeheartedly encourage you to submit your application. Our talent team is in-house, and we recognize that every individual brings something unique. We take the time to review every application and consider how you might add to the team.

We know your time is precious. If you apply, we promise to update you at least once per week about the status of your application and to give you clear expectations for each step in the journey.

[Note to Search Firms/Agencies]

Octopus Deploy does not compensate search firms for unsolicited assistance unless they have a written search agreement with Octopus Deploy and the requisition is position-specific. Any resumes, curriculum vitae and other unsolicited assistance from search firms that do not have a written search agreement or position-specific requisition submitted to any Associate of Octopus Deploy will be deemed the sole property of Octopus Deploy and no fee will be paid in the event the candidate is hired by Octopus Deploy.