Manager, Product Engineering & Maintenance

Plansource • Orlando, FL

5d • Remote

About The Position

The Manager, Product Engineering & Maintenance is responsible for executing and enforcing the Tier 3 Engineering Support operating model. This role ensures Tier 3 work progresses predictably, escalates intentionally, and drives enterprise-level risk reduction through prevention, AI-assisted investigation, automation, and targeted application maintenance. As Tier 3 escalations decline, this role intentionally redeploys engineering capacity toward maintenance and remediation work that improves long-term system stability, security posture, and operational scalability. Tier 3 is managed separately from Tier 2, enabling focus on engineering-level problem solving, cross-portfolio system health, and sustained quality improvement.

Requirements

• Comfort adopting and standardizing AI assisted tools or workflows to improve investigation quality and efficiency.
• Clear, effective communicator with strong written documentation discipline and confidence engaging senior leaders.
• Experience managing and coaching engineers or engineering support professionals in production-facing roles.
• Strong track record of setting expectations, enforcing standards, and holding teams accountable.
• Ability to manage workload, prioritize conflicting demands, and protect team capacity from unplanned or inappropriate work.
• Solid technical foundation in modern software systems, APIs, and production diagnostics.
• Ability to standardize processes, evaluate tool effectiveness, and measure outcomes.
• Prevention first mindset, focused on reducing future issues rather than maximizing throughput.
• 7+ years of experience in software engineering, engineering support, or related technical roles.
• 2+ years of people management or technical leadership experience.
• Experience supporting production systems in a SaaS or high availability environment.
• Strong hands-on expertise in Jira, Confluence, SalesForce or equivalent case tracking software.
• knowledge of SQL databases, including the ability to write and understand basic SQL queries.
• Experience using an IDE (VS Code or similar) to review code, trace logic or support debugging activities.

Responsibilities

• Own and enforce the Tier 3 support model, including operating standards, escalation discipline, and SLA/SLO expectations.
• Ensure Tier 3 issues progress predictably, do not silently age, and provide clear visibility into systemic risk.
• Drive consistent Tier 3 execution across product portfolios.
• Own Tier 3 escalation readiness and cross functional accountability.
• Enforce clear reproduction standards, accurate issue classification, and defined ownership aligned to engineering priorities.
• Apply judgment to block premature or low quality escalations that create downstream churn.
• Partner with Product to surface missed, unclear, or incomplete requirements discovered through Tier 3 investigations.
• Ensure requirement gaps are documented, visible to Product leadership, and tracked outside defect queues.
• Prevent misclassification of requirement gaps as defects.
• Establish and enforce investigation, documentation, and troubleshooting standards for Tier 3.
• Leverage AI assisted tools and automation to improve investigation efficiency, trend identification, and prevention.
• Drive reduction of repeat failures, long tail technical risk, and production incidents across the organization.
• Execute approved application maintenance work when Tier 3 demand allows, including minor defects and security vulnerability updates.
• Focus on work that improves system stability and reduces future support demand.
• Exclude net new feature development or large, cross functional remediation efforts.
• Lead and develop the Tier 3 Engineering Support team with clear expectations, coaching, and performance accountability.
• Manage capacity across investigation, escalation, prevention, maintenance, and automation work.
• Protect Tier 3 capacity through policy enforcement and proper work routing.

Benefits

• full suite of health benefits
• a generous 401(k) Plan
• unlimited PTO
• paid parental leave
• a strong rewards and recognition program
• a focus on mental health and well-being
• Employee Resource Groups to join
• volunteering days
• ability to donate to organizations of your choice through our recognition platform

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed