Support Engineer Manager II, Measurements & Data Science

What you'll do

• Lead, mentor, and develop a team of Support Engineers, fostering a culture of operational excellence and continuous improvement
• Hire, onboard, and retain top talent to build a world-class support engineering organization
• Conduct performance reviews, provide coaching, and create career development plans for team members
• Mentor engineers transitioning from IC roles to management positions, building future leaders
• Drive team engagement and maintain high morale while managing demanding on-call rotations
• Own the operational health of MADS Billing applications, ensuring high availability and performance of critical systems processing hundreds of millions of API requests daily
• Establish and maintain SLAs, operational metrics, and KPIs to measure team effectiveness and system reliability
• Lead incident management processes, ensuring rapid response, effective communication, and thorough post-incident reviews
• Drive operational reviews and Monthly Business Reviews (MBRs), Weekly Business Reviews (WBRs) with senior leadership, presenting key metrics and improvement initiatives
• Implement proactive monitoring and alerting strategies to detect and prevent issues before customer impact
• Analyze incident patterns and trends to identify systemic issues requiring architectural or process improvements
• Lead comprehensive Root Cause Analysis (RCA) efforts for critical incidents, driving corrective and preventive actions
• Partner with development teams to prioritize and resolve recurring issues, improving overall system reliability
• Build mechanisms to track incident recurrence and measure effectiveness of preventive measures
• Establish feedback loops between support operations and product development to drive continuous improvement
• Champion the adoption of Generative AI solutions and intelligent agents to transform incident handling and customer support
• Drive automation initiatives to reduce manual toil, optimize billing systems, and simplify operational processes
• Build self-healing mechanisms and automated remediation workflows to improve system resilience
• Leverage AI/ML technologies for predictive analytics to prevent potential issues before they impact customers
• Foster a culture of innovation where team members are empowered to experiment with new technologies and approaches
• Partner closely with Software Development Managers (SDMs) leading billing development teams to align on priorities and improvements
• Collaborate with partner teams across MADS, including Measurements, AdTech, and Data Science organizations
• Work with Product Management to represent customer pain points and influence product roadmap decisions
• Coordinate with global teams across multiple regions (US, EU, JP, MX, AU) to ensure consistent support coverage
• Build strong relationships with stakeholders at all levels, including SVP-level visibility on key initiatives
• Maintain deep technical expertise in distributed systems, billing platforms, and AWS cloud technologies
• Guide architectural decisions for support tools, automation frameworks, and operational systems
• Review and approve technical designs for complex automation and tooling projects
• Stay current with emerging technologies and evaluate their applicability to support operations
• Lead technical deep dives and serve as an escalation point for the most complex technical issues
• Establish and continuously improve support processes, runbooks, and operational documentation
• Implement quality assurance mechanisms to ensure consistent and high-quality customer interactions
• Drive adoption of best practices across the support organization
• Measure and improve key customer success KPIs including resolution time, customer satisfaction, and first-contact resolution
• Build scalable processes that can support 10X growth in transaction volume

Requirements

• 5+ years of engineering experience with at least 2+ years in a technical leadership or management role
• Experience managing teams of engineers in a support, operations, or development capacity
• Strong technical background in software development, distributed systems, or technical support
• Experience with incident management, on-call operations, and maintaining high-availability systems
• Proven track record of driving operational excellence and process improvements
• 3+ years of data analysis work and leveraging analytics to make decisions experience
• 3+ years of managing IT environments on behalf of customers experience
• 5+ years of technical support work, engineering or operations environment experience
• Bachelor's degree in Computer Science, Engineering, Mathematics, or a related field
• Knowledge of operating systems, hardware, storage, network, security, database administration and cloud infrastructure
• Experience in management: developing engineers into managers and building teams
• Preferred: 8+ years of experience in software engineering, technical support, or site reliability engineering
• Preferred: Experience managing support operations for large-scale distributed systems or SaaS platforms
• Preferred: Deep knowledge of AWS services and cloud-based architectures
• Preferred: Experience with billing, payments, or financial systems
• Preferred: Track record of implementing automation and AI/ML solutions in operational contexts
• Preferred: Experience working with global teams across multiple time zones and regions
• Preferred: Strong data-driven decision-making skills with experience presenting to senior leadership
• Preferred: Experience with Agile methodologies and DevOps practices
• Preferred: Proven ability to hire, develop, and retain high-performing technical teams
• Preferred: 3+ years of engineering experience
• Preferred: Knowledge of AWS and Computing concepts (AWS Elastic Beanstalk, AWS CloudFormation or AWS OpsWorks)
• Preferred: Experience in direct customer support
• Preferred: Experience in engineering

Tech stack