The role

At Sony Interactive Entertainment, we strive to deliver exceptional experiences to our PlayStation partners and developers building on PlayStation platforms.

We are seeking a passionate Developer Support Manager to lead a high-performing developer support team based both in Bristol, UK and San Mateo, CA, focused on delivering exceptional PlayStation partner support.

This role is centred on people leadership and operational excellence, rather than hands-on technical support. You will be responsible for ensuring PlayStation partner issues are handled efficiently, escalations are managed effectively, and ensuring partner feedback is translated into meaningful improvements across tools, SDKs, and processes.

The role requires working with teams in multiple time zones and may require some travel through the year.

What you’ll be doing

• Lead, support, and develop a distributed team of support engineers across multiple products and platforms, fostering a positive and collaborative work environment
• Define team member development and career path opportunities and mentor them to achieve their goals
• Monitor and review individual performance, deliver regular performance appraisals
• Manage team capacity planning, hiring, onboarding and ensure effective succession planning for your team
• Work together with other groups and teams across different time zones
• Promote a strong developer support experience by focusing on effective and efficient support
• Recognize challenges, help remove obstacles, and clarify tasks in situations that are not well defined
• Support, attend and help facilitate PlayStation Partner field activities at conferences, studio visits or virtually
• Report to the Developer Support Director, providing metrics and updates at regular intervals.

What we are looking for

Must have

• 3–5+ years of experience managing software development, QA or software support teams
• Strong technical background with hands-on understanding of support fundamentals and reporting analytics
• Track record of building and scaling high-performing technical teams
• Experience with developer tools, such as C++ compilers, linkers, debuggers, performance analysis tools and memory profilers
• Strong ability to influence and align stakeholders across teams
• Excellent communication and presentation skills across both technical and non-technical audiences
• Ability to operate effectively in fast-moving, ambiguous environments

Nice to Have

• Solid grasp of Confluence, JIRA (or similar bug tracking tools) and support ticket management frontends
• Familiarity with AI tools and workflows
• Experience programming with languages such as C++
• Experience with Clang for LLVM and/or GNU GCC toolchains
• Experience with Windows, Linux or MacOS
• Knowledge and passion for the video games industry