Cloud Engineering Support Manager, AssetWatch

• You are an engineering leader and hands-on technical contributor who thrives in a fast-paced environment, balancing technical execution, team leadership, and process improvement
• You have a passion for problem-solving, automation, and helping development teams operate at peak efficiency
• You enjoy mentoring engineers and building a collaborative, high-performing team, while still diving into technical challenges and process optimizations yourself
• Atlassian Jira experience, including workflow management, automation, and reporting
• Strong organizational skills, results-oriented with a bias for action
• Embraces a culture of accountability
• A strong collaborator who builds trust and contributes to the success of the team
• Enjoys a challenge, has a desire to learn, is passionate about the work, and is committed to excellence and continuous improvement
• Works autonomously with minimal supervision
• Brings a professional presence, strong communication skills, and professional conduct
• Shows the desire and the know-how to understand and solve customer needs
• Able to multi-task, prioritize, and manage time effectively
• Acts ethically and fairly and takes responsibility for accomplishing work goals
• Familiarity with issue tracking and source control such as Jira and Bitbucket
• We have a distributed team that works remotely across locations in the United States and Ontario, Canada. Collaboration within core working hours is required

Desirable

• This is a high-impact, hands-on engineering management role where support engineering, automation, and developer enablement meet
• You’ll lead a team focused on solving technical challenges, reducing engineering distractions, and improving operational workflows
• The Cloud Engineering Support team is a hands-on engineering team focused on solving technical challenges, improving developer efficiency, and ensuring smooth operations for engineering teams
• We own application support, minimizing interruptions for engineering teams while driving automation and process improvements that make support scalable and efficient
• Our scope includes performance monitoring, API stability improvements, technical debt elimination, and architectural refinements, so the broader engineering organization can focus on building and innovating
• We anticipate challenges, enhance workflows, evaluate automation opportunities, optimize internal processes, and streamline technical support to create a frictionless development experience
• Beyond support, we take on engineering-driven initiatives that strengthen system stability, refine tooling, and improve operational workflows
• We collaborate with engineering leadership to align on best practices, maintainability, and long-term efficiency
• Team leadership and collaboration: Recruit, guide, coach, and mentor developers, making sure issues and projects are delivered on time, within scope, and to the company’s quality standards
• Stakeholder management: Collaborate closely with engineering leadership to understand and document issues and priorities, aligning development and support work with engineering and business objectives, including managing expectations
• Team oversight: Fluent in Jira for issue tracking, workflow management, and reporting. Keep the team aligned and using Jira to its fullest potential
• Project and issue management: Oversee task boards, backlog management, and workload planning. Monitor progress and clear any impediments or bottlenecks to keep support on track
• Continuous improvement: Advocate for and put in place best practices, efficiency improvements, and new technology
• Cross-functional communication: Work seamlessly across the organization to drive strong inter-team collaboration and efficiency
• Goal setting and accountability: Set direct-report goals tied to company OKRs, drive accountability, and make sure team KPIs and commitments are met, with a focus on high employee satisfaction (Employee NPS)