Engineering Manager, Tier 2 Support

We are looking for an experienced Engineering Manager to lead our Tier 2 support team. In this role, you will manage a team responsible for diagnosing, resolving, and preventing complex software issues across our production systems. You will work closely with Product, Systems Integration, Robotics, and Customer Operations to ensure high system reliability and customer satisfaction. What You'll Do • Lead and grow a highly motivated L2 Software Support team responsible for advanced troubleshooting and resolution of complex software issues • Own the escalation path from L1 support, ensuring timely root-cause analysis and durable fixes • Partner closely with engineering, systems integration, and product teams to drive issue resolution, reduce recurrence, and improve system stability • Establish and refine support processes, tooling, and operational best practices (e.g., SLAs, incident response, postmortems) • Act as a hands-on leader, mentoring engineers and providing technical guidance on complex production issues • Drive improvements to monitoring, alerting, documentation, and runbooks to enable faster diagnosis and recovery • Build a strong support engineering culture focused on accountability, continuous improvement, and customer impact Who You Are • 5+ years of experience leading and mentoring software or support engineering teams • Strong skill in organizing, prioritizing, and motivating teams in fast-paced, production-critical environments • Proven experience supporting and maintaining large-scale, distributed, or production software systems • Comfortable balancing people leadership with hands-on technical involvement when needed • Bring a systems-thinking mindset and care deeply about reliability, quality, and operational excellence Why You'll Love Working Here • Daily free lunch to keep you fueled and connected with the team • Flexible PTO so you can take the time you need, when you need it • Comprehensive medical, dental, and vision coverage • 6 weeks fully paid parental leave, plus an additional 6-8 weeks for birthing parents (12-14 weeks total) • 401(k) retirement plan through Empower • Generous employee referral bonuses-help us grow our team!