Senior Engineering Manager - L3 Support

Precisely US Jobs

2d•Remote

About The Position

Precisely is the leader in data integrity, empowering businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products, and strategic services. This role involves leading a global development team, managing critical customer escalations, and resolving complex technical issues. The position requires coordinating between customers, support, engineering, product management, and leadership to provide prioritized short-term and long-term solutions, including driving root-cause analysis and continuous team process improvement. Precisely is an AI-first organization, and employees are expected to demonstrate proficiency in applying AI tools to accelerate work, improve output quality, and eliminate low-value tasks. Candidates should be comfortable using generative AI tools, critically evaluating AI-generated outputs, and adopting new AI capabilities.

Requirements

10+ years in enterprise technical operations, especially with IBM Sterling B2Bi or equivalent platforms.
Proven experience managing customer escalations and leading Engineering teams.
Demonstrated expertise in incident management, ITIL frameworks, RCA, SLA enforcement, and escalation governance.
Exceptional stakeholder management and communication skills under pressure (Both internal and external. C-Suite level preferred.).
Skilled at juggling team and release priorities based on customer competing priorities.
Deep and detailed knowledge of enterprise software deployment, configuration, and management.
Solid understanding of database management, operating systems, networking, system integration, and performance tuning.
Fundamental Java, Cloud Technologies, Kubernetes knowledge.
Hands on Enterprise software application product experience in past with Java stack, understanding build, deploy and CI/CD process. Strong enough to technically challenge team members and customers.

Nice To Haves

Hands-on familiarity with on-prem IBM B2Bi infrastructure (AS2, SFTP, FTP, encryption, EDI protocols).
Experience with support tooling (Salesforce, KCS, ticketing systems) and operational reporting dashboards.
Exposure to hybrid or cloud migration strategies as part of evolving support models.
Extensive agile software development experience
SRE mindset: setting and managing SLIs/SLOs, implementing self-healing systems (auto-scaling, failover), and enhancing reliability and availability.

Responsibilities

Lead and mentor a global L3 Engineering team handling critical customer escalations and resolving technical issues.
Oversee the full development escalation lifecycle—from intake, triage, action planning, resolution, closure, and ultimately product deliverables.
Serve as the primary escalation liaison across customer, support, engineering, product management, and C-Suite leadership teams to negotiate final resolutions safeguarding revenue from license renewals and new deployments.
Drive root-cause analysis (RCA) and lessons-learned cycles, championing continuous improvement.
Develop and deliver support KPIs, dashboards, incident reports, and escalate to weekly operational reviews.
Engage proactively with customers to gather feedback and build trust during high-pressure escalations.
Collaborate with product and engineering teams to triage defects, deliver timely bug fixes, and champion product changes to reduce customer issues and increase customer satisfaction.
Support the adoption of AI‑ and GenAI‑enabled engineering and support solutions that leverage trusted data to improve incident triage, escalation handling, and developer efficiency across platform and support teams.
Apply AI‑driven analysis of incident, escalation, and operational data to assist with root‑cause investigations, identify recurring issues, and drive continuous improvement in product stability and customer outcomes.
Partner with product and platform teams to implement practical agentic AI use cases (e.g., intelligent routing, automated diagnostics, guided runbooks) that improve operational efficiency and reduce manual effort.
Utilize AI‑powered dashboards and insights to track SLIs/SLOs, support KPIs, and customer impact, enabling data‑driven prioritization and proactive issue management.
Coach and develop engineering teams in the effective and responsible use of AI‑assisted development and support tools, ensuring alignment with Precisely’s standards for data integrity, security, and governance.