Manager, Platform Enablement

This is a fully remote position, open to applicants in United States.

📋 Description

• Mentor and guide a team of individual contributors (Platform Enablement Engineers), creating clear career development pathways, performance metrics, and fostering a culture of ongoing learning.

• Supervise the prioritization and resolution of intricate workflow failures and system anomalies. Act as the ultimate operational authority for significant escalations, working alongside Engineering leaders to enhance the bug-fix and development processes.

• Act as the primary communicator across departments, regularly translating high-severity technical blockages and system patterns into clear, "business-speak" impact statements for executives, Tier 1 support, and business stakeholders.

• Take ownership of the strategy for technical documentation (e.g., Confluence). Establish standard decision trees and troubleshooting playbooks to effectively scale self-service resolution across Tier 1 support.

• Maintain full accountability for the efficiency of the triage queue, setting SLA/SLO baselines and implementing workflows that prevent "stale" issues from persisting.

• Collect telemetry data and ticket patterns to pinpoint systemic platform friction points. Present data-driven business cases to Product and Engineering leadership to promote long-term infrastructure and product improvements.

• Recognize, advocate for, and implement internal tooling adjustments or process enhancements to reduce operational overhead for the team.

• Lead and enforce the team's internal adoption of GenAI tools to expedite log summarization, code comprehension, and SQL script generation, resulting in a best-in-class mean-time-to-resolution (MTTR).

• Foster a culture of knowledge sharing where investigative techniques, automated scripts, and AI prompts are systematically cataloged in accessible technical channels.

⛳️ Requirements

• Over 5 years of relevant experience in technical support engineering, platform enablement, or a deep-tier troubleshooting role, including at least 1–2 years of proven people management experience.

• Strong expertise in log analysis tools (e.g., Datadog, Observe) and advanced SQL queries for database debugging.

• Practical experience in manually testing endpoints using Postman/cURL, validating JSON payloads, and distinguishing front-end from back-end failures using Browser DevTools.

• Ability to navigate source code repositories confidently to examine application logic, guiding engineers in correlating client-side errors with backend logging patterns.

• Exceptional verbal and written communication skills, with a track record of presenting complex technical issues as organized, business-ready impact summaries for non-technical audiences.

• Direct experience utilizing GenAI tools (e.g., GitHub Copilot, Gemini, Claude) to streamline data aggregation, code discovery, or documentation workflows.

🏝️ Benefits

• Flexible vacation

• Medical/dental/vision insurance

• Traditional/Roth retirement savings options

• Company-paid disability and life insurance

• Flexible Spending Account & Limited FSA

• Family-friendly parental leave, volunteer, and voting time off

• On-demand wellness platform access for you and 5 friends and family

• PerkSpot discount program for 900+ merchants nationwide