[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.ResponsibilitiesMentor, and manage a team of individual contributors (Platform Enablement Engineers), establishing clear career development pathways, performance metrics, and a culture of continuous learningOversee 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 cyclesServe 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 stakeholdersOwn the strategy for technical documentation (e.g., Confluence). Define standard decision trees and troubleshooting playbooks to safely scale self-service resolution across Tier 1 supportMaintain ultimate accountability for triage queue efficiency, establishing SLA/SLO baselines and implementing workflows that prevent "stale" issues from lingeringAggregate 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 enhancementsIdentify, champion, and execute internal tooling tweaks or process improvements to minimize operational overhead for the teamPioneer 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 channelsSkills5+ 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 experienceStrong proficiency in log analysis tools (e.g., Datadog, Observe) and database debugging via advanced SQL queriesHands-on experience manually testing endpoints using Postman/cURL, validating JSON payloads, and isolating front-end versus back-end failures using Browser DevToolsAbility to confidently navigate source code repositories to inspect application logic, guiding engineers on how to correlate client-side errors with backend logging patternsExceptional verbal and written communication skills, with a proven ability to present complex technical issues as structured, business-ready impact summaries for non-technical audiencesDirect experience leveraging GenAI tools (e.g., GitHub Copilot, Gemini, Claude) to accelerate data aggregation, code discovery, or documentation workflowsExperience building scripting frameworks or building advanced data queries to automate repetitive support and verification tasksExperience managing operational support for critical high-stakes enterprise client onboardingFamiliarity with CI/CD deployment pipelines, infrastructure-as-code principles, and agile framework metricsProfessional proficiency in Spanish, with the ability to bridge communication gaps and foster strong working relationships across distributed US and LATAM engineersCompany OverviewTrueML Technologies’ family of companies creates technology solutions seeking to revolutionize the experience of consumers seeking financial health and endeavors to ensure nobody gets locked out of the financial system. It was founded in 2013, and is headquartered in Lenexa, Kansas, USA, with a workforce of 51-200 employees. Its website is https://getretain.com.Company H1B SponsorshipTrueML has a track record of offering H1B sponsorships, with 3 in 2025. Please note that this does not guarantee sponsorship for this specific role.