[Remote] Engineering Support Manager

Note: The job is a remote job and is open to candidates in USA. TrueML Products is seeking a highly motivated Engineering Support Manager to lead and develop their team, acting as a bridge between client-facing organizations and core Engineering. This role involves mentoring team members, overseeing complex 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 pathways, performance metrics, and a culture of continuous learning
• Oversee the prioritization and resolution of complex 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 lead translator across departments, regularly synthesizing high-severity technical blockages and system patterns into clear, "business-speak" impact statements for executives, Tier 1 support, and business stakeholders
• Own the strategy for technical documentation (e.g., Confluence). 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 generation, 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., Datadog, Observe) and database debugging via advanced SQL queries
• Hands-on experience manually testing endpoints using Postman/cURL, validating JSON payloads, and isolating front-end versus back-end failures using Browser DevTools
• Ability to confidently navigate source code repositories to inspect application logic, guiding engineers on how to correlate client-side errors with backend logging patterns
• Exceptional verbal and written communication skills, with a proven ability to present complex technical issues as structured, business-ready impact summaries for non-technical audiences
• Direct experience leveraging GenAI tools (e.g., GitHub Copilot, Gemini, 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 enterprise client onboarding
• Familiarity with CI/CD deployment pipelines, infrastructure-as-code principles, and agile framework metrics
• Professional proficiency in Spanish, with the ability to bridge communication gaps and foster strong working relationships across distributed US and LATAM engineers

Company Overview

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