Cloud Engineering Support Manager

What’s the Opportunity 

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. 

Responsibilities include: 

• 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). 

Qualifications 

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. 

Preferred Qualifications 

• 2+ years of lead or management experience
• 4+ years of experience building React web applications.
• 4+ years of experience working with databases (MySQL, SQL Server).
• 4+ years of experience coding in JavaScript, HTML, and CSS.
• Serverless experience with AWS (API Gateway, Lambda).
• Experience with browser compatibility and mobile-friendly standards.
• Familiarity with issue tracking and source control such as Jira and Bitbucket.
• Optimization experience.
• Experience with Python, UX, and AWS tools is a nice bonus.