Do you consider yourself a thought leader on how high velocity teams maintain engineering excellence in their software without impacting the ability to run fast (or exploding at the seams)?
Have you solved the challenges of building applications that integrate tight UX, dynamically scale, and are used by tens of thousands of users around the world per day?
Have you thought about how you would integrate complex machine learning into your products and deployed ML pipelines at scale - but haven't had the chance yet?
Can you design and build the tooling needed to stand up complex cloud native environments on demand and change features on the fly, in production, on purpose, and track the effectiveness of those features?
Will you approach complex system design and engineering with a strong bias toward demonstrating customer outcomes?
Can you maintain a relentless focus on automating absolutely everything?
Do you want to work for a company that believes it is possible to both "do well" and "do good" and has built that passion into the core of our company?
If so, we might have the job for you!
The Global Services Digital Platform team, which has delivered Skyline, our keystone support product currently collecting data from thousands of customers with annual 4X growth, is expanding with another strategic engineering effort a complete re-think of our support flow. It's a complete re-think of how we interact with hundreds of thousands of customers and contains advanced machine learning capabilities at its core.
This position is located in Atlanta, USA.
Job Role and Responsibility
We are seeking a Manager, SupportHub Engineering responsible for the overall R&D engineering thought leadership of the SupportHub platform. You will work with Product Management, Software Engineering, Site Reliability Engineering and the greater Digital Platform and Global Services business to ensure that we are delivering the best and most robust experience to our customers.
This role requires very technical hands-on experience and the ability to recruit, lead and focus a team of engineers responsible for a SaaS microservice based production application. Qualified candidates will bring a track record of applying a flexible Agile approach to system design and engineering.
Ownership of end-to-end system design and delivery of expected outcomes to our customers
Guidance to the team for development and support of tooling needed to build a continual release-to-production SaaS environment in active/active data center environments.
Be both a hands-on leader who is deeply involved in the coding and development process as well as a thoughtful people manager. Possesses strong verbal and written communication skills.
Teaching and leading through influence across the full engineering organization on the developer practices to build highly scalable and reliable software
5+ years of software development and/or software quality engineering experience
3+ years developing software for SaaS products with a high velocity release cadence and continuous deployment strategy.
3+ years delivering software and automated testing in cloud native environments, such as Kubernetes and CloudFoundry
2+ years managing technical teams
Advanced knowledge of software source code, build, orchestration and pipeline tooling such as GitLab, GitLab Runners, Jenkins, Gradle
Excellent communications skills with equal comfort describing microservice design to software engineers and outcome achievement to product and business executives
Unwavering dedication to customer value realization
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