Engineering Manager, Support Tooling

About the Team:

The Role:

Your Daily Adventures Will Include:

• Lead and manage a team of fullstack, backend, and frontend engineers.
• Drive the design, development, and deployment of scalable web applications and services.
• Provide technical guidance and mentorship to engineers, helping them grow in their careers.
• Collaborate closely with support management, product managers, designers, and other stakeholders to translate business requirements into technical solutions.
• Ensure timely and high-quality delivery of projects through effective planning, code reviews, and continuous improvements.
• Define and enforce engineering best practices, coding standards, and development workflows.
• Participate in architecture and design discussions and lead the adoption of modern technologies and tools.
• Develop an understanding of the support team’s processes and systems to identify opportunities to build tools that enhance TSE efficiency.
• Integrate the most critical and commonly used tools into an integrated UI that gives TSEs a “single pane of glass” ticket experience.
• Leverage AI to automate TSE workflows and enhance the customer experience.
• Build a strong engineering culture based on ownership, collaboration, and innovation.
• Conduct regular performance evaluations and help in career development planning for team members.
• Establish OKRs and KPIs for the team and execute rigorously against the strategy to meet objectives and deliver excellent value.
• Attract and retain a high-performance team by building a strong culture that fosters trust, collaboration, fun and achievement of long-term career goals.

Our Vision of You:

• Minimum 12 years of total experience in software development, with strong hands-on experience in fullstack development.
• Proven experience managing and growing engineering teams (frontend and backend).
• Solid understanding of web technologies such as JavaScript/TypeScript, React.js, Node.js, Python, Java, or similar.
• Experience with modern backend frameworks and building RESTful APIs and/or GraphQL.
• Strong understanding of cloud platforms (e.g., AWS, GCP, or Azure) and CI/CD practices.
• Familiarity with Agile methodologies and project management tools (e.g., Jira).
• Excellent communication and interpersonal skills with the ability to work across teams and functions.
• Passion for building scalable systems and mentoring engineering talent.
• Experience in fast-paced product/startup environments.
• Experience working with and creating tooling for support ticketing systems, like Zendesk
• Experience working with and integrating internal collaboration tools, like Slack and Jira, with support ticketing systems.
• Familiarity with support processes and operations.