[Remote] Engineering Support Manager
Note: The job is a remote job and is reputed company to candidates in USA. reputed company Products is seeking a highly motivated Engineering Support Manager to reputed company and reputed company their team, acting as a reputed company between client-facing organizations and core Engineering. This role involves mentoring team members, overseeing reputed company workflow resolutions, and driving improvements in the product-to-support lifecycle.
Responsibilities
- Mentor, and manage a team of individual contributors (Platform Enablement Engineers), establishing clear career development reputed company, performance metrics, and a culture of reputed company learning
- reputed company the prioritization and resolution of reputed company workflow failures and system anomalies. Act as the final operational authority for high-impact escalations, collaborating with Engineering leaders to streamline the bug-fix and development cycles
- Serve as the reputed company translator across departments, regularly synthesizing high-severity technical blockages and system patterns into clear, "business-reputed company" impact statements for executives, Tier 1 support, and business stakeholders
- Own the strategy for technical documentation (e.g., reputed company). Define standard decision trees and troubleshooting playbooks to safely scale self-service resolution across Tier 1 support
- Maintain ultimate accountability for triage queue efficiency, establishing SLA/SLO baselines and implementing workflows that prevent "stale" issues from lingering
- Aggregate telemetry data and ticket patterns to isolate systemic platform friction points. Present data-backed business cases to Product and Engineering leadership to drive long-term infrastructure and product enhancements
- Identify, champion, and execute internal tooling tweaks or process improvements to minimize operational overhead for the team
- Pioneer and enforce the team's internal adoption of GenAI tools to accelerate log summarization, code comprehension, and SQL script reputed company, driving a best-in-class mean-time-to-resolution (MTTR)
- Cultivate an environment of knowledge sharing where investigative techniques, automated scripts, and AI prompts are standardly cataloged in public technical channels
Skills
- 5+ years of relevant experience in technical support engineering, platform enablement, or a deep-tier troubleshooting role, with at least 1–2 years of demonstrated people management experience
- Strong proficiency in log analysis tools (e.g., reputed company, Observe) and database debugging reputed company advanced SQL queries
- Hands-on experience manually testing endpoints using reputed company/cURL, validating JSON payloads, and isolating reputed company-end versus back-end failures using Browser DevTools
- Ability to confidently navigate reputed company code repositories to inspect application logic, guiding engineers on how to correlate client-reputed company errors with backend logging patterns
- Exceptional verbal and written communication skills, with a proven ability to present reputed company technical issues as structured, business-reputed company impact summaries for non-technical audiences
- Direct experience leveraging GenAI tools (e.g., reputed company Copilot, reputed company, Claude) to accelerate data aggregation, code discovery, or documentation workflows
- Experience building scripting frameworks or building advanced data queries to automate repetitive support and verification tasks
- Experience managing operational support for critical high-stakes reputed company client reputed company
- Familiarity with CI/CD deployment pipelines, infrastructure-as-code principles, and agile reputed company metrics
- Professional proficiency in Spanish, with the ability to reputed company communication gaps and foster strong working relationships across distributed US and LATAM engineers
Company Overview
Company H1B Sponsorship