Manager, Software Engineering (Platform Operations)

Summary

Join Wavelo, a SaaS company focused on simplifying telecoms, as a Manager, Software Engineering (Platform Operations). You will lead a specialized engineering team providing direct technical support, resolving issues, and driving operational improvements. This role involves collaborating with various engineering teams, ensuring seamless communication and efficient problem-solving. You will be responsible for leading internal projects, mentoring team members, and fostering a culture of continuous improvement. This remote position is open to applicants residing in Canada or the US.

Requirements

• Strong understanding of software development, system operations, and engineering best practices
• Hands-on background on delivering production-ready applications using modern software development practices
• Background using programming languages such as Go, Python, or Ruby in production-ready environments
• Ability to communicate complex technical concepts clearly and effectively to various stakeholders
• Proficiency in problem analysis, troubleshooting methodologies, and incident management
• Experience in developing and improving internal tools, leveraging automation to enhance operational workflows
• Strong documentation skills, capable of producing clear operational procedures and knowledge base content
• Experience working in a fast-paced environment with a strong ability to prioritize tasks based on urgency and impact
• Commitment to continuous learning and staying up to date with industry trends and emerging technologies
• Proven experience as an Operations and/or Engineering Manager
• Familiarity with IT Service Management (ITSM) principles and best practices
• Demonstrated ability to manage escalations, prioritize issues, and coordinate cross-functional problem-solving efforts
• Excellent leadership, communication, and interpersonal skills
• Experience with monitoring tools, automation frameworks, and service reliability strategies

Responsibilities

• Lead a specialized engineering team providing direct technical support through engineer-to-engineer ticket resolution
• Consolidate related issues into problem tickets; apply immediate resolutions through scripting and implement comprehensive bug fixes
• Collaborate closely with peer engineering managers on bug resolution, issue prioritization, and intake processes
• Lead internal engineering projects aimed at improving operational efficiency, architecture design, and tooling
• Actively engage stakeholders to identify operational improvements and implement effective engineering solutions
• Provide technical leadership, mentoring team members and fostering an environment of continuous improvement and reliability
• Oversee and improve engineering support workflows, ensuring efficiency and effectiveness in handling software escalations and platform reliability
• Lead and mentor a software engineering team, providing guidance and career development opportunities across all levels of experience
• Act as the first line of engineering support, collaborating closely with incident response teams and specialized engineering groups to resolve platform issues
• Drive root cause analysis and resolution by identifying recurring issues, leading problem management efforts, and coordinating long-term fixes
• Partner with engineering teams to implement bug fixes and improvements, ensuring platform stability and operational efficiency
• Develop and enhance internal tools to improve operational workflows, incident response, and knowledge management, leveraging AI and automation where applicable
• Monitor key operational metrics, identify trends, and implement process optimizations to enhance team performance and service delivery

Benefits

• The base salary range for this position is $146,700 - $163,000 USD for US residents OR $140,490 - $156,100 CAD for Canadian residents. Other countries will differ. Range may vary on a number of factors including, but not limited to: location, experience and qualifications
• Tucows believes in a total rewards offering that includes fair compensation and generous benefits