Engineering Manager, Support Experience
Skills
- Proven people management of full-stack teams (backend, web, mobile).
- Strong backend and distributed systems design and scaling experience.
- Experience with mobile (iOS/Android) and web platform engineering.
- Product-focused engineering with strong product intuition.
- Familiarity integrating AI/ML into customer-facing workflows.
- Cross-functional collaboration with Product, ML, Design, and Ops.
- Metrics-driven decision making and performance optimization.
Responsibilities
- Lead and grow a multi-disciplinary team of backend, web, iOS, and Android engineers (8+ engineers).
- Define and execute a roadmap for support experience platform features across mobile, web, and backend.
- Provide architectural direction and ensure platform reliability, scalability, and performance.
- Partner with Product, Design, Machine Learning, and Operations to deliver integrated, data-driven solutions.
- Mentor engineers, drive career development, and foster an inclusive, collaborative team culture.
- Measure and drive key support metrics such as contact rate reduction, resolution time, and retention.
- Recruit and hire diverse talent, partnering with Recruiting to expand the team.
Education
- BS, MS, or PhD in Computer Science or a related technical field (required)
Benefits
- 401(k) plan with employer matching
- Equity grant opportunities
- Comprehensive medical, dental, and vision coverage
- 16 weeks paid parental leave
- Flexible paid time off and paid sick time
- 11 paid holidays
- Commuter benefits match
- Wellness benefits and mental health program
- Disability and basic life insurance
- Family-forming assistance
Average salary estimate
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