Full-Time Engineering Manager, Customer Engineering

Who You’ll Work WithAs an Engineering Manager of the Customer Support organization, you will play a pivotal role in optimizing workflows and driving customer success by strategically leveraging data and technology. Our Business Intelligence and Tools team leads this initiative, harnessing the power of data analytics and custom applications to empower engineers and streamline operations.

What You’ll DoWe seek an experienced and dynamic Engineering Manager to lead our TAC Business Intelligence and Tools team. This role offers a unique opportunity to combine leadership skills with technical expertise, driving innovation and efficiency within our customer support organization.

The ideal candidate will possess a strong background in software development, project management, and team leadership, with a passion for leveraging technology to enhance customer experience.

Key Responsibilities:

1. Lead and manage a diverse team of software engineers and data engineers, spanning across the US and potentially other global locations, fostering collaboration and innovation.
2. Act as a solution lead/architect, guiding software design, architecture, and best practices to ensure the development of high-quality, scalable solutions.
3. Prioritize and roadmap projects to address critical tooling needs, consolidate ideas into deliverables, and help develop custom dashboards for internal use.
4. Champion a data-driven approach, leveraging analytics and machine learning algorithms to optimize support workflows and expedite ticket resolution.
5. Collaborate cross-functionally, including TAC leadership and Customer Success stakeholders, to align tooling efforts with overall business objectives and customer needs.
6. Drive continuous improvement initiatives, identifying opportunities to streamline processes, enhance team efficiency, and promote a culture of innovation.
7. Mentor and coach team members, fostering professional growth and development within the organization.
8. General management responsibilities including performance feedback, HR processes, etc., including growing the team as the business scales.

Qualifications:

• Bachelor's or Master's degree in Computer Science, Engineering, or related field.
• Proven experience (7+ years) in software development, with a focus on web applications and data analytics.
• Strong leadership skills with prior experience (3+ years) managing engineering teams, preferably in distributed time-zones.
• Proficiency in software design, architecture, and development methodologies (e.g., Agile, Scrum).
• Applied understanding of software engineering principles
• Hands-on experience with modern programming languages and frameworks (e.g., Python, JavaScript, React).
• Familiarity with data visualization tools (e.g., Tableau, Power BI) and machine learning concepts is a plus.
• Excellent communication skills and the ability to collaborate effectively across diverse teams and geographies.
• Passion for driving innovation and delivering impactful solutions that drive business success.
• Experience managing and leading small teams on group software development projects.

Why Join Us

• Opportunity to work with a talented team of engineers passionate about leveraging technology to drive customer success.
• Competitive salary and benefits package, including health insurance, retirement plans, and professional development opportunities.
• Flexible hybrid/remote work environment with the option to collaborate with colleagues globally.
• Career growth opportunities within a leading technology company at the forefront of networking innovation.

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