Manager, Engineering

Key Responsibilities

Team Leadership & Management

• Lead and mentor a team of Level 3 support engineers, ensuring high performance and productivity.
• Conduct regular performance evaluations and provide constructive feedback.
• Plan staffing requirements and hire skilled team members to meet business goals.
• Foster a collaborative, inclusive team culture that promotes knowledge sharing and innovation.

Issue Verification & Resolution

• Oversee the verification and remediation of customer-reported issues, ensuring consistency and accuracy.
• Act as an escalation point for complex or high-priority issues, driving resolution and customer satisfaction.
• Partner with engineering, product management, and support teams for root cause analysis.

Process & Performance Management

• Define, maintain, and refine standard operating procedures for issue verification.
• Monitor KPIs, analyze trends, and implement process improvements.
• Drive operational excellence and ensure alignment with OLAs and team goals.

Continuous Improvement & Strategic Impact

• Stay current with industry best practices and emerging technologies in software support.
• Proactively identify and implement workflow enhancements and support tooling improvements.
• Ensure learnings from escalations feed back into product quality and customer experience.