Engineering Manager, Support & Stability

Loop•Boston, MA

4d•$150,000 - $190,000•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, highest-risk domains in the application and serves as the first line of defense for engineering support. The role involves leading a team that focuses on measurement, proactive problem identification, and utilizing AI and automation to permanently resolve recurring support issues rather than just closing tickets. The position is based in a blended work environment, with options for Columbus, OH; Boston, MA; Chicago, IL; Austin, TX; Los Angeles, CA; or fully remote. The tech stack includes PHP/Laravel, Vue.js, MySQL, DynamoDB, Kubernetes, AWS, Jira, Claude, Cursor, Datadog, and Snowflake, though hiring is tech-stack agnostic.

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.
Experience distinguishing one-off issues from systemic ones and investing in permanent fixes.
Demonstrated use of AI agents as a default part of team workflow, with specific examples of impact on output.
Ability to negotiate scope and ownership boundaries without damaging relationships.
Sufficient technical depth to review complex work in high-risk domains and provide hands-on support when needed.
Experience managing underperformance and recognizing strong performers, holding people accountable while building psychological safety.
Operating with intensity, holding a high bar for personal and team work, giving direct feedback, asking for help early, and responding 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 metrics like deployment frequency, days with commits, support ticket volume, and recurring failure patterns.
Prioritize root cause analysis and implement permanent fixes for recurring problems.
Lead the team's first-line triage of engineering support tickets, resolving issues or routing them with assembled context.
Drive the adoption of AI agents as the default for domain maintenance and support triage, reviewing AI-generated work rigorously.
Build and champion skills, prompts, and automation for AI-driven problem resolution.
Negotiate and define the boundaries of the team's ownership versus other teams.
Represent the team's perspective on system health and support trends to product and engineering leadership, advocating for stability work.
Manage people effectively, setting clear expectations, conducting regular 1:1s, providing direct feedback, and investing in team growth.
Maintain hands-on technical involvement to stay credible and unblock the team.