JFrog is looking for a Support Manager to lead and scale a high-performing team of Developer Support Engineers. In this role, you will combine technical leadership, people management, and customer success ownership to drive continuous improvement and proactively influence product outcomes within our dynamic DevOps ecosystem.

What You'll Do

Lead, mentor, and develop a team of Developer Support Engineers, Senior DSEs, and tech leads.
Manage day-to-day support operations, including workload distribution and prioritization.
Coach team members on technical skills, customer empathy, and problem-solving.
Establish a culture of ownership, accountability, and continuous learning.
Conduct performance reviews, goal setting, and career development planning.
Act as an escalation point for complex, high-impact customer issues.
Provide hands-on guidance in troubleshooting across DevOps, CI/CD, and cloud environments.
Review root cause analyses, postmortems, and corrective action plans.
Ensure all open cases have clear action plans and measurable outcomes.
Drive exceptional customer experience and high CSAT scores.
Proactively identify customers at risk and potential churn indicators.
Define and improve support processes, workflows, and best practices.
Build and maintain a robust knowledge base of known issues and solutions.
Identify recurring issues, feature gaps, and systemic problems; feed insights to Product and R&D.
Define, track, and improve KPIs such as response time, resolution time, backlog, and quality metrics.
Collaborate closely with Product, R&D, QA, Release, Sales, and Training teams.
Translate customer feedback into actionable product and roadmap inputs.
Represent Support in strategic discussions and decision-making forums.
Promote knowledge sharing, documentation, and technical excellence within the team.
Encourage innovation through scripting, automation, and improvements to tooling.

What We're Looking For

10+ years of overall experience and a minimum of 2+ years leading and managing technical support or engineering teams.
Proven experience supporting enterprise customers in complex software environments.
Strong understanding of DevOps, CI/CD, and build engineering ecosystems.
Programming and debugging experience (e.g., Java, Python, Go, Groovy, Bash).
Strong people leadership and coaching capabilities.
Customer-first mindset with exceptional interpersonal and communication skills.
Ability to balance technical depth with business and customer priorities.
Excellent verbal and written English communication.
Ability to manage ambiguity, prioritize effectively, and lead through change.

Nice to Have

Experience in DevOps, cloud platforms, or developer tooling companies.
Prior experience in customer success, support transformation, or scale-up environments.
Exposure to enterprise architecture and distributed systems.