Job Description

Senior Support Manager

Break It Down

What You\'ll Do

You are equal parts best pal and air traffic controller

The Support Manager\xe2\x80\x99s primary responsibility is to ensure customer success through the smooth delivery of client support work with a commitment to quality, timeliness, and personable communication. More than a traffic controller, you will hold a collaborative view towards managing and anticipating client priorities and engaging the team to meet them. You\xe2\x80\x99ll help scope and estimate tasks, leaning on other SMEs as appropriate, complete site audits, and have the ability to perform some development tasks. Our true measurement of success is the value we create for our clients, and that means proactively advancing optimizations, catching bugs before they are reported, and otherwise offering strategic advice with a growth mindset that helps our client partners engage with their audiences, and change their corner of the world. This role reports to our Director of Projects.

Responsibilities:

• Onboard projects delivered or inherited into our support practice.
• Act as or collaborate with account managers to ensure high customer satisfaction through appropriate response times and clear communication.
• Generate ideas with the team to grow and deepen existing client relationships.
• Work with Sales and Marketing to frame the support value proposition to prospective clients and the public.
• Jointly formulate support services offerings.
• Manage the flow and prioritization of support work in JIRA, assigning and escalating tickets.
• Stay informed about major code changes for popular modules and libraries.
• Occasionally perform coding tasks and provide technical leadership for support and retainer projects.
• Develop and maintain processes for timely security updates.
• Facilitate moves from patched to version releases of modules when available.
• Manage releases and oversee deployments.
• Lead a process of continuous improvement of QA practices within Support aligned with Agency best practices.
• Work with the team and client to actively build the support backlog.
• Refine issues for actionability, detailing requirements, defining success, QA steps, and suggesting implementation direction when appropriate.
• Coordinate with Project Managers to optimize work delivery for mid-size support clients through mini-sprints.
• Coordinate and conduct rotating audits on a monthly, quarterly, semi-annual basis depending on the service level.
• Conduct trainings and create client-facing documentation.
• Contribute to and maintain internal documentation on Support practices and resources, including Project Briefs.
• Work with project operations to ensure we have sufficient development, strategy, and design resources to manage support work.
• Coordinate on-call support providers who operate outside our service hours to operate independently while remaining aligned with our culture of service and communication style.

Qualifications:

• Ability to translate client requests into actionable development tickets.
• Experience working with development teams to confirm and revise estimates.
• Site health monitoring experience such as New Relic, Sentry, Pingdom, etc.
• Active in the Drupal and/or WordPress community, or other open-source projects.
• Familiarity with collaborative development tools such as Git.
• Past web agency experience.
• Experience with agile development methodologies like Scrum and Kanban.
• Familiarity with UX design for the web.
• Experience with Drupal\'s top contributed modules.
• Proficiency in Drupal 7, 8, 9, 10.
• Experience with WordPress.
• Proficiency with core web technologies (PHP, HTML, CSS, and JS).
• Understanding of LAMP stack server architectures; AWS experience is a plus.
• Knowledge of accessibility standards and best practices.

Bonus points if you know about:

• DevOPS and CI experience such as CircleCI, GitHub actions, Jenkins.
• Strong experience with the Linux command line, including Drush.

Working With Us

People are at the \xe2\x99\xa5 of everything we do.

Kalamuna is driven by a civic spirit to help socially impactful institutions, nonprofits, and governments better communicate with constituents and do right by the people they serve. We bring digital communications to life for organizations as varied as Fair Trade USA, GreenBiz, the American Foundation for the Blind, the Environmental Defence Fund, the Smithsonian, UC Berkeley, Stanford, and the Fine Arts Museums of San Francisco.

Kalamuna\xe2\x80\x99s mission is to empower our clients with the research, strategy, design, and technology that will transform their organizations to better serve the needs of their audiences and communities. Kalamuna aligns itself in this manner to make each of our client\xe2\x80\x99s missions our mission. We seek to be impactful, not only for our clients and partners but for the social good of our communities.

We\xe2\x80\x99re committed to your excellence and continued development; we\xe2\x80\x99re in this together. Kalamuna offers many benefits, including paid holidays, PTO, paid bereavement leave, parental leave, health insurance, long and short-term disability, a continued learning & travel stipend, an equipment fund, and retirement funds with 3% match. We offer flexibility in work hours and accomodations. When pandemic-free, we organize company-wide gatherings like team building workshops, conferencing, and additional fun.

We\xe2\x80\x99re looking for individuals with a broad range of interests and experiences to be their authentic selves. Your story, your passion is what interests us most. Meet some of our team at .

Commitment to Diversity

Kalamuna is committed to eradicating institutional discrimination and bias and to uplifting the lived experiences of all minorities.

As such, Kalamuna welcomes applications from all backgrounds, particularly from people of color; women; LGBTQ2S+ people; immigrants or refugees; people who are differently-abled; and people from low- or moderate-income backgrounds. Kalamuna is an equal opportunity, affirmative action employer and does not discriminate in its employment decisions on the basis of race, creed, color, ethnicity, national origin, religion, sex, sexual orientation, gender expression, age, height, weight, disability status, veteran status, military obligations, marital status and policy party affiliation, or on any other basis that complies with applicable laws.

If you\xe2\x80\x99re a recruiter or agency, please don\xe2\x80\x99t contact us. No exceptions.

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