About Latitude.sh

Latitude.sh global computing platform was launched in 2019, enabling businesses to programmatically deploy single-tenant Bare Metal instances in different parts of the world.

We are a team of passionate individuals about hardware, software, and network infrastructure looking to build the fastest, easiest-to-use, developer-centric single-tenant Cloud infrastructure. If you share this passion, join our growing team of talented people and help build the future of the Internet.

Summary

At Latitude.sh, we have three core teams focused on infrastructure and network operations:

Operations – Responsible for first-level customer support, server lifecycle management, operating system troubleshooting, physical server interaction, and overseeing activities in our global data centers.

Network Operations – Handle customer support for all network-related matters, including monitoring and troubleshooting latency, packet loss, and more issues.

Backbone – Manage Latitude.sh's global backbone, expanding connectivity, establishing peering agreements, and optimizing network performance.

You will lead these teams and play a strategic role at Latitude.sh, focusing on expanding, optimizing, and managing our global data centers while ensuring operational excellence within the Operations, Network Operations, and Backbone teams.

Key Responsabilities

• Provide strategic leadership in developing and overseeing datacenter and IP strategies for Latitude.sh's expansion into current and new markets, partnering with department managers to guide execution.
• Oversee the design and strategic implementation of datacenter and IP capacity control measures to prevent bottlenecks while minimizing resource waste, working closely with operational teams for execution.
• Provide strategic leadership to an indirect team of approximately 30 customer support members operating 24/7, ensuring high standards in service delivery and collaborating with team leads to maintain operational excellence.
• Mentor and develop leadership within the Operations and Backbone teams, fostering growth, skill development, and a culture of continuous improvement.
• Establish, monitor, and maintain stringent SLAs for customer support, IP backbone, and global data center partners.
• Provide high-level support and escalation for strategic clients, engaging directly through Slack channels and other communication platforms to ensure exceptional service and issue resolution.
• Collaborate with other commercial teams and clients to design optimal technical solutions for custom projects.
• Provide strategic guidance to the team on negotiation with carriers and data centers to optimize costs and enhance service quality, ensuring alignment with the company’s strategic goals.
• Ensure operational excellence across our global data center and network backbone operations.

Skills and Qualifications

• Strong verbal and written English communication skills.
• Excellent interpersonal and communication skills.
• Ability and enthusiasm for engaging directly with clients.
• Technical experience with Data Centers, ISP Networks, IXPs, and Autonomous Systems.
• Proficiency in commercial negotiation with Data Centers and IP Transit providers.
• Experience in supporting mission-critical clients.
• Extensive experience leading multidisciplinary teams.
• Experience managing customer support, reducing wait times and improving CSAT
• Strong sense of urgency

What do we offer?

• Paid Time Off;
• Competitive Compensation;
• Stock eligibility after 12 months;
• Work Anniversary bonus;
• Wellhub (former Gympass);
• Annual Bonus based on company and team performance;
• Flexible work hours.