Engineering Manager, Support Tooling
Outreach
Your Daily Adventures Will Include:
- Lead and manage a team of fullstack, backend, and frontend engineers.
- Drive the design, development, and deployment of scalable web applications and services.
- Provide technical guidance and mentorship to engineers, helping them grow in their careers.
- Collaborate closely with support management, product managers, designers, and other stakeholders to translate business requirements into technical solutions.
- Ensure timely and high-quality delivery of projects through effective planning, code reviews, and continuous improvements.
- Define and enforce engineering best practices, coding standards, and development workflows.
- Participate in architecture and design discussions and lead the adoption of modern technologies and tools.
- Develop an understanding of the support team’s processes and systems to identify opportunities to build tools that enhance TSE efficiency.
- Integrate the most critical and commonly used tools into an integrated UI that gives TSEs a “single pane of glass” ticket experience.
- Leverage AI to automate TSE workflows and enhance the customer experience.
- Build a strong engineering culture based on ownership, collaboration, and innovation.
- Conduct regular performance evaluations and help in career development planning for team members.
- Establish OKRs and KPIs for the team and execute rigorously against the strategy to meet objectives and deliver excellent value.
- Attract and retain a high-performance team by building a strong culture that fosters trust, collaboration, fun and achievement of long-term career goals.
Our Vision of You:
- Minimum 12 years of total experience in software development, with strong hands-on experience in fullstack development.
- Proven experience managing and growing engineering teams (frontend and backend).
- Solid understanding of web technologies such as JavaScript/TypeScript, React.js, Node.js, Python, Java, or similar.
- Experience with modern backend frameworks and building RESTful APIs and/or GraphQL.
- Strong understanding of cloud platforms (e.g., AWS, GCP, or Azure) and CI/CD practices.
- Familiarity with Agile methodologies and project management tools (e.g., Jira).
- Excellent communication and interpersonal skills with the ability to work across teams and functions.
- Passion for building scalable systems and mentoring engineering talent.
- Experience in fast-paced product/startup environments.
- Experience working with and creating tooling for support ticketing systems, like Zendesk
- Experience working with and integrating internal collaboration tools, like Slack and Jira, with support ticketing systems.
- Familiarity with support processes and operations.