Engineering Manager Jobs

About The Position

Requirements

• Significant experience leading technical support, escalation support, site reliability, platform operations, or a related function in a SaaS, cloud, or web infrastructure environment.
• Experience leading globally distributed or follow-the-sun teams.
• Demonstrated record of improving support operations through ownership, process design, metrics, and cross-functional execution.
• Experience managing high-performing technical teams and developing managers or team leads.
• Strong incident and escalation management experience, including customer communication during high-impact events.
• Experience partnering with Engineering and Product to investigate defects, improve reliability, and address systemic issues.
• Strong analytical judgment and ability to turn operational data into priorities and decisions.
• Experience building or improving service metrics, dashboards, operating reviews, and reporting for senior stakeholders.
• Strong written and verbal communication, including explaining complex technical issues to non-technical audiences.
• Working knowledge of observability, logs, traces, incident management, ticketing systems, and technical knowledge management.
• Bachelor’s degree in a technical, business, or related field, or equivalent practical experience.

Nice To Haves

• Familiarity with WordPress, Drupal, and Next.js, or comparable web application and cloud infrastructure environments.
• Experience using automation or AI to improve support workflows, knowledge access, triage, or operational visibility.

Responsibilities

• Lead Technical Support Engineering operations across multiple regions and locations.
• Design and maintain a follow-the-sun operating model with regional ownership, handoffs, on-call coverage, and escalation paths.
• Establish operating cadences that make work visible, decisions timely, and ownership clear.
• Align coverage, workload, and priorities with customer risk and business needs.
• Diagnose operational issues such as unclear ownership, weak handoffs, avoidable escalations, capacity constraints, and inconsistent follow-through.
• Design durable operational solutions that improve speed and quality without unnecessary process.
• Use service data, ticket trends, customer feedback, incident reviews, and team input to prioritize improvements.
• Own operating procedures, runbooks, playbooks, review mechanisms, and reporting.
• Set standards for escalation quality, customer communication, Engineering follow-up, incident participation, and documentation.
• Create feedback loops to assess whether changes improve customer experience and team delivery.
• Use automation and AI to reduce repetitive work, improve signal detection, and increase capacity for complex issues.
• Lead escalations for high-impact customer issues and incidents, ensuring clear ownership, timely updates, and technically credible guidance.
• Partner with Customer Success, Account teams, Product, Professional Services, and Engineering on complex customer situations.
• Translate team performance, customer risk, and recurring technical themes into recommendations for senior leadership.
• Connect Support execution to customer trust, retention, expansion readiness, and differentiated support offerings.
• Build and sustain a high-performing team with clear standards for judgment, ownership, technical depth, and customer care.
• Set expectations for managers, team leads, and engineers, and provide the context and tools needed to meet them.
• Coach leaders to solve operational problems independently.
• Develop team technical depth in platform troubleshooting, incident response, observability, and customer communication.
• Own performance management, career development, succession planning, and retention for the function.
• Make decisions about readiness, role fit, and team structure with clarity and care.
• Protect conditions for engineers to do deep work while maintaining reliable customer coverage.
• Foster an environment where people raise risks early, challenge weak processes constructively, and follow through on commitments.
• Establish baselines and use success measures to drive decisions and continuous improvement.

Benefits

• Industry-competitive compensation and equity plan.
• Flexible time off and sick days.
• 13 paid holidays.
• Comprehensive medical insurance, including health, dental, and vision coverage.
• Paid parental leave, plus fertility, adoption, and other family-planning benefits.
• In-office workspace in San Francisco and Chicago.
• Monthly allowance for wellness, reading, and access to LinkedIn Learning for continued development.
• Team-based and company-wide events and activities.
• Performance bonus and equity eligibility.