Support Manager - Developer Support Team

At JFrog, we’re reinventing DevOps to help the world’s greatest companies innovate faster and more securely. Thousands of customers, including the majority of the Fortune 100, trust JFrog to manage, accelerate, and secure their software, as JFrog is their single source of truth 

We are a team of brilliant, passionate people who thrive on innovation, collaboration, and customer success. If you’re excited about technology, leadership, and creating exceptional customer experiences, we’d love to have you join our journey.

Role Overview

We are looking for an experienced and customer-obsessed Support Manager – Developer Support to lead and scale a high-performing team of Developer Support Engineers (DSEs).

In this role, you will combine technical leadership, people management, and customer success ownership. You will ensure world-class support delivery, mentor technical talent, drive continuous improvement, and proactively influence product and customer outcomes.

You will act as the bridge between customers, support engineers, product, R&D and sales, ensuring that technical excellence translates into exceptional customer delight.

Key Responsibilities

Team Leadership & Operations

• Lead, mentor, and develop a team of Developer Support Engineers, Senior DSEs and tech leads.
  
  
• Manage day-to-day support operations, workload distribution, and prioritisation.
  
  
• 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.
  
  

Required Qualifications

Experience

• 10+ years of overall experience & minimum 2+ years of experience leading & managing technical support or engineering teams.
  
  
• Proven experience supporting enterprise customers in complex software environments.
  
  

Technical Skills

• Strong understanding of DevOps, CI/CD, and build engineering ecosystems.
  
  
• Experience with tools and technologies such as:
  
  
• Kubernetes, Docker, Helm
  
  
• Maven, NPM, Gradle
  
  
• Jenkins, GitHub, VCS, Artifactory
  
  
• Linux systems and troubleshooting
  
  
• Databases, LDAP, Apache, Tomca