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 enabling development teams to operate at peak efficiency
• You enjoy mentoring engineers, fostering a collaborative and high-performing team while also diving into technical challenges and process optimizations
• Atlassian Jira Experience, including workflow management, automation, and reporting
• Strong organizational skills; be results-oriented with a bias for action
• Must embrace a culture of accountability
• A strong collaborator who can build trust and contribute to the success of the team
• Must enjoy a challenge, have a desire to learn, be passionate about your work and have a commitment to excellence and continuous improvement
• Work autonomously with minimal supervision
• Requires professional appearance, good communication skills and professional conduct
• Demonstrate the desire and knowledge to understand and solve for customer needs
• Ability to multi-task, prioritize and manage time effectively
• Ethical behavior, act fairly, and take responsibility for accomplishing work goals

Desirable

• 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 Tier 3 support, minimizing interruptions for engineering teams while driving automation and process improvements to make support scalable and efficient
• Our scope includes performance monitoring, API stability improvements, helping to eliminate technical debt, and architectural refinements, ensuring the broader engineering organization can focus on building and innovating
• We anticipate challenges, enhance workflows, and evaluate automation opportunities, optimizing internal processes, and streamlining technical support to create a frictionless development experience
• Beyond support, we take on engineering-driven initiatives that enhance 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 & Collaboration: Recruit, guide, coach, and mentor developers, ensuring issues and projects are delivered on time, within scope, and in accordance with the company's quality standards
• Stakeholder Management: Collaborate closely with engineering leadership to understand and document issues and priorities. Align development and support activities with engineering and business objectives, including expectation management
• Team Oversight: Fluent in Jira to track issues, workflow management, and reporting. Ensure all team members are aligned and using Jira to its fullest potential
• Project and Issue Management: Oversee the creation and maintenance of task boards, backlog management, and workload planning. Monitor issues progress and address any impediments or bottlenecks to keep support on track
• Continuous Improvement: Advocate for and implement best practices, efficiency improvements, and technological advancements
• Cross-functional Communication: Work seamlessly with all employees to ensure inter-team collaboration and efficiency with strong communication
• Goal Setting and Accountability: Set direct report goals tied to company OKRs, drive accountability, and ensure team KPIs and commitments are met, with a focus on high employee satisfaction (Employee NPS)
• This is a high-impact, hands-on engineering management role where support engineering, automation, and developer enablement meet
• You’ll be responsible for leading a team focused on solving technical challenges, reducing engineering distractions, and improving operational workflows
• Lead and grow a team dedicated to Tier 3 support, automation, and tooling enhancements
• Team building, project management, and ensuring that their team meets the company’s engineering standards and deadlines
• Technical Experience designing and developing scalable solutions. Able to lead technical reviews
• Project Leadership – Takes ownership of technical aspects of projects, ensuring high standards of quality and performance, including leading and reviewing product impact assessments and tech planning
• Problem Solving – Work closely with engineering leadership to propose efficient and effective solutions for both projects and product support
• Process Improvement – Make decisions with the team on process improvements including tools and standards