Engineering Manager

Summary

Join Bugcrowd as an Engineering Manager to lead the sustaining engineering team, resolving internal and external technical issues, improving support processes, and collaborating with cross-functional teams.

Responsibilities

• Run Bugcrowd’s engineering support team, responsible for resolving internal (engineering org) and external (escalated from product support) issues
• Manage escalations of both internal and customer facing technical issues
• Provide technical/solution support to our client and user base
• Become an expert in all things Bugcrowd: identifying solutions, creative solutions and/or workarounds for complex issues and proactively looking for areas of improvement in our product suite, procedures, and the company as a whole
• Document repeatable solutions in our Knowledge Base to enable consistent and timely resolutions for engineering support issues
• Improve workflows to gain efficiencies through documentation, improved processes, and automation
• Work closely with new team members to train them on company policies and best practices for resolving tickets and provide further training
• Facilitate cross-functional meetings and directives as they relate to Bugcrowd Engineering Support
• Act decisively, independently, and confidently across a wide variety and range of circumstances and situations. This role includes a large amount of autonomy in day-to-day operations and comes with a high degree of implicit trust to execute with minimal supervision
• Provide detailed documentation for all client interactions - while also exhibiting exemplary written and verbal communication skills in both internally and externally facing capacities