Engineering Manager Tier 2 Support

Skills

About the Role

You will lead and develop a Tier 2 software support function responsible for diagnosing, resolving, and preventing complex issues in production systems. You will manage escalations from Tier 1 support, coordinate durable fixes with technical stakeholders, improve support operations and observability, and mentor engineers through challenging incidents.

Requirements

• 5+ years of experience leading and mentoring software or support engineering teams
• Experience organizing, prioritizing, and motivating teams in fast-paced, production-critical environments
• Experience supporting and maintaining large-scale, distributed, or production software systems
• Ability to balance people leadership with hands-on technical involvement
• Systems thinking focused on reliability, quality, and operational excellence

Responsibilities

• Lead and grow the Tier 2 software support team
• Own escalations from Tier 1 support and ensure timely root-cause analysis and durable fixes
• Partner with engineering, systems integration, and product stakeholders to resolve issues and improve system stability
• Establish and refine support processes, tooling, SLAs, incident response practices, and postmortems
• Mentor engineers and provide technical guidance on complex production issues
• Improve monitoring, alerting, documentation, and runbooks
• Build a support engineering culture focused on accountability, continuous improvement, and customer impact

Benefits

• Daily free lunch
• Flexible PTO
• Medical, dental, and vision coverage
• 6 weeks of fully paid parental leave, plus an additional 6–8 weeks for birthing parents
• 401(k) retirement plan through Empower
• Employee referral bonuses