Aimed at mid-level managers with a technical background who can lead distributed teams across time zones and foster developer support excellence.
Derived from job-description analysis by Serendipath's career intelligence engine.
Original posting from Sony PlayStation via Greenhouse
Why Sony Interactive Entertainment?
Sony Interactive Entertainment isn’t just the Best Place to Play — it’s also the Best Place to Work. Sony Interactive Entertainment (SIE) is the company behind the PlayStation brand. As a subsidiary of Sony Group Corporation, we’re part of a proud legacy of innovation and excellence. SIE is a dynamic technology company, delivering cutting-edge hardware and network services to more than 100 million people and an entertainment leader, home to some of the most beloved and recognizable intellectual properties (IP) in the world. Our role at SIE is to create and nurture the experiences under the PlayStation brand, a name synonymous with entertainment excellence and creativity.
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
Please note, Sony Interactive Entertainment conducts background checks at the offer stage for all new employees (which may include criminal background checks for some roles) and will need to process personal information to support these checks.
Please refer to our Candidate Privacy Notice for more information about what personal information we collect, how we use it, who we share it with, and your data protection rights.
Equal Opportunity Statement:
Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy, maternity or parental status, trade union membership or membership in any other legally protected category.
We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.
Sony Interactive Entertainment is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.