Engineering Manager, Support & Stability
RemoteChicago, Illinois, United States or New York City, New York, United States
Job Summary
Own stewardship of the application's highest-risk, highest-impact domain areas, keeping them clean, tested, and maintainable for other teams. Build measurement systems using deployment frequency, commit days, support ticket volume, and failure patterns to identify risks. Prioritize root cause over volume, making permanent fixes for recurring problems rather than closing tickets. Lead first-line triage of engineering support tickets, resolving what is possible and routing complex issues with full context. Push AI agents as the default starting point for domain maintenance and support triage, reviewing generated work with rigorous standards. Negotiate ownership boundaries with product and engineering teams to keep scope tight and defensible. Represent system health and support trends to leadership, advocating for stability work with the same rigor as feature development. Run people management with clear expectations, regular 1:1s, and direct feedback while maintaining hands-on technical involvement.
Required Qualifications
- 3+ years of engineering management leadership experience
- ideally including ownership of platform reliability, system health, or critical-domain code
- built or run a proactive stability or support program
- experience distinguishing a one-off issue from a systemic one
- experience making the call to invest in a permanent fix instead of patching the symptom
- experience using AI agents as a default part of how you and your team work
- ability to describe specifically how AI agents changed your team's output
- comfort negotiating scope and ownership boundaries with other teams without damaging the relationship
- enough technical depth to review complex work in high-risk domains
- ability to stay hands-on when the team needs you to be
- experience managing underperformance
- experience recognizing strong performers with clarity and consistency
- ability to hold people accountable while building psychological safety
- operating with intensity
- holding a high bar for your own work and for the people around you
- giving direct feedback
- asking for help early
- responding to setbacks with ownership rather than withdrawal
Desired Qualifications
- Strong experience with PHP/Laravel environments
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