Software Support Engineering Manager (Remote)

Preferred Skills:

● Experience in DevOps practices and CI/CD pipelines.

● Familiarity with monitoring tools such as Prometheus, Grafana, Datadog or CloudWatch.

● Familiarity with front-end and back-end UI frameworks like ReactJS and NodeJS.

● Strong organizational skills and attention to detail.

Technical Qualifications:

● Bachelor’s degree in Computer Science, Software Engineering, or related field.

● Experience with cloud environments (AWS, Azure) for hosting and managing live SaaS systems.

● Strong hands-on experience in Pyspark and Python for data engineering and systems management. C# will be a plus.

● Sound understanding of batch and stream ETL processes, data pipelines, and orchestration frameworks.

● Knowledge of incident management and root cause analysis for data and software pipelines.

● Proven experience in managing 24/7 support teams and ensuring system uptime and stability.

● Strong problem-solving skills and ability to lead complex debugging efforts.

● Excellent communication skills, both written and verbal, for effective client and team interactions.

Responsibilities:

● Team Leadership:

○ Lead a 24/7 on-call support team, providing guidance and support to resolve technical issues swiftly and effectively.

○ Effectively manage and optimise the team backlog including on-call rotations, as well as support and development tasks.

○ Lead and coach scrum adoption, implement changes and steps to increase the team’s productivity.

○ Monitor project progress, provide timely feedback, and drive a culture of agility and learning.

○ As a people manager, growing the team by driving hiring efforts, supporting career development, and managing performance

● System Monitoring & Maintenance:

○ Maintain and monitor data pipelines and live systems, ensuring optimal performance and uptime.

○ Identify and resolve pipeline issues including data transfer issues and input/output validation errors, application stability issues.

○ Improve monitoring tools and guardrails to comply with the product support SLAs and ensure all the errors and alerts are proactively handled and addressed.

● Service Efficiency:

○ Developing software tools and scripts to enhance the efficiency of software service operations.

○ Perform analysis to gather findings and identify follow-up actions that lead to more reliable

products / service

● Bug Resolution & Product Health:

○ Lead efforts to troubleshoot and resolve bugs, enhance system stability, and continuously improve product health through proactive monitoring and optimizations.

○ Collaborate with product teams and other engineering leaders to improve the methodologies’

efficiency.

● Client Communication:

○ Serve as the primary point of contact for clients during critical incidents. Communicate effectively to address bugs, outages, and implementation issues while managing client expectations.

● Client-Specific Implementations:

○ Collaborate with a broader client excellence team including data scientists and consultants

supporting the customer requests,

○ Assist clients with specific implementations, extensions, and version upgrades of software products, ensuring smooth transitions and customized solutions.

● Technology & Code Review:

○ Work with cloud platforms (AWS, Azure), using tools such as Pyspark, Python, C#, as well as UI

frameworks (ReactJS, NodeJS) to ensure code quality and product performance.