Engineering Manager, Support & Stability

Loop•Boston, MA

2d•Hybrid

About The Position

Loop is looking for an Engineering Manager to lead its newly formed Support & Stability team. This team is responsible for the most critical and highest-risk domains within the application and serves as the first line of defense for engineering support. The manager will lead a team focused on measurement, proactive problem identification, and utilizing AI and automation to permanently resolve recurring support issues rather than just closing tickets. The role involves owning the stewardship of the application's highest-risk domains, ensuring they are maintainable and well-tested. The team will build measurement systems to identify risks, prioritize root cause analysis for recurring problems, and lead the first-line triage of engineering support tickets. A key aspect of the role is driving the adoption of AI agents as the default for domain maintenance and support triage, with the manager reviewing AI-generated work rigorously and championing the development of AI skills and automation. The manager will also negotiate ownership boundaries, represent system health and support trends to leadership, and perform core people management functions including setting clear expectations, conducting 1:1s, providing feedback, and investing in team growth. Maintaining hands-on technical involvement to stay credible and unblock the team is also expected.

Requirements

3+ years of engineering management leadership experience, ideally including ownership of platform reliability, system health, or critical-domain code.
Experience building or running a proactive stability or support program, not just responding to incidents and tickets.
Experience distinguishing one-off issues from systemic ones and investing in permanent fixes.
Experience using AI agents as a default part of team workflow and ability to describe how it changed team output.
Comfortable saying no and negotiating scope and ownership boundaries without damaging relationships.
Sufficient technical depth to review complex work in high-risk domains and stay hands-on when needed.
Experience managing underperformance and recognizing strong performers with clarity and consistency.
Ability to hold people accountable while building psychological safety.
Operates with intensity and holds a high bar for own work and for others.
Gives direct feedback, asks for help early, and responds to setbacks with ownership.
Strong experience with PHP/Laravel environments is a plus, but not required.

Responsibilities

Own stewardship of the application's highest-risk, highest-impact domain areas, ensuring they are clean, tested, and maintainable.
Build measurement systems to identify risks, using deployment frequency, days with commits, support ticket volume, and recurring failure patterns as leading indicators.
Prioritize root cause analysis to permanently resolve recurring problems rather than just closing tickets.
Lead the team's first-line triage of engineering support tickets, resolving issues or routing them with assembled context.
Drive AI agent adoption as the default starting point for domain maintenance and support triage.
Review AI-generated work with rigor and hold the team accountable for AI adoption.
Build and champion skills, prompts, and automation to address recurring problems using AI.
Negotiate ownership boundaries with other teams to keep scope tight and defensible.
Represent the team's perspective on system health and support trends to product and engineering leadership.
Make the case for stability work with the same rigor as feature work.
Run the fundamentals of people management: clear expectations, regular high-quality 1:1s, direct feedback, and investment in team growth.
Maintain enough hands-on technical involvement to stay credible and unblock the team.