[Hiring] Manager, Product Engineering & Maintenance @Plansource

Role Description

The Manager, Product Engineering & Maintenance is responsible for executing and enforcing the Tier 3 Engineering Support operating model. This role ensures Tier 3 work progresses predictably, escalates intentionally, and drives enterprise-level risk reduction through prevention, AI-assisted investigation, automation, and targeted application maintenance.

As Tier 3 escalations decline, this role intentionally redeploys engineering capacity toward maintenance and remediation work that improves long-term system stability, security posture, and operational scalability. Tier 3 is managed separately from Tier 2, enabling focus on engineering-level problem solving, cross-portfolio system health, and sustained quality improvement.

Key Responsibilities

• Tier 3 Support Strategy & Execution:
  • Own and enforce the Tier 3 support model, including operating standards, escalation discipline, and SLA/SLO expectations.
  • Ensure Tier 3 issues progress predictably, do not silently age, and provide clear visibility into systemic risk.
  • Drive consistent Tier 3 execution across product portfolios.
• Escalation Governance & Cross Functional Alignment:
  • Own Tier 3 escalation readiness and cross functional accountability.
  • Enforce clear reproduction standards, accurate issue classification, and defined ownership aligned to engineering priorities.
  • Apply judgment to block premature or low quality escalations that create downstream churn.
• Product Partnership & Requirements Discipline:
  • Partner with Product to surface missed, unclear, or incomplete requirements discovered through Tier 3 investigations.
  • Ensure requirement gaps are documented, visible to Product leadership, and tracked outside defect queues.
  • Prevent misclassification of requirement gaps as defects.
• Technical Quality, AI & Preventative Engineering:
  • Establish and enforce investigation, documentation, and troubleshooting standards for Tier 3.
  • Leverage AI assisted tools and automation to improve investigation efficiency, trend identification, and prevention.
  • Drive reduction of repeat failures, long tail technical risk, and production incidents across the organization.
• Application Maintenance & Risk Based Remediation:
  • Execute approved application maintenance work when Tier 3 demand allows, including minor defects and security vulnerability updates.
  • Focus on work that improves system stability and reduces future support demand.
  • Exclude net new feature development or large, cross functional remediation efforts.
• Team Leadership & Capacity Management:
  • Lead and develop the Tier 3 Engineering Support team with clear expectations, coaching, and performance accountability.
  • Manage capacity across investigation, escalation, prevention, maintenance, and automation work.
  • Protect Tier 3 capacity through policy enforcement and proper work routing.

Qualifications

• Comfort adopting and standardizing AI assisted tools or workflows to improve investigation quality and efficiency.
• Clear, effective communicator with strong written documentation discipline and confidence engaging senior leaders.
• Experience managing and coaching engineers or engineering support professionals in production-facing roles.
• Strong track record of setting expectations, enforcing standards, and holding teams accountable.
• Ability to manage workload, prioritize conflicting demands, and protect team capacity from unplanned or inappropriate work.
• Solid technical foundation in modern software systems, APIs, and production diagnostics.
• Ability to standardize processes, evaluate tool effectiveness, and measure outcomes.
• Prevention first mindset, focused on reducing future issues rather than maximizing throughput.

Requirements

• 7+ years of experience in software engineering, engineering support, or related technical roles.
• 2+ years of people management or technical leadership experience.
• Experience supporting production systems in a SaaS or high availability environment.
• Strong hands-on expertise in Jira, Confluence, SalesForce or equivalent case tracking software.
• Knowledge of SQL databases, including the ability to write and understand basic SQL queries.
• Experience using an IDE (VS Code or similar) to review code, trace logic or support debugging activities.

Benefits

• Great benefits package, including a full suite of health benefits, a generous 401(k) Plan, unlimited PTO, paid parental leave, a strong rewards and recognition program, and a focus on mental health and well-being.
• An inclusive environment with Employee Resource Groups to join, volunteering days and the ability to donate to organizations of your choice through our recognition platform.
• The opportunity to work for a growing, established technology company, but work side-by-side with a small, dynamic team of talented professionals.
• Fast-paced environment with big goals and the opportunity to make a big impact.