Manager, Tier 3 Support Engineering

Summary

Join Bloomerang as a Tier 3 Support Engineering Manager and lead a team of 5+ engineers bridging Engineering and Customer Support. You will manage incident resolution, drive the team's evolution toward an SRE mindset, and collaborate with various teams to improve processes and customer satisfaction. This role requires operational excellence, leadership, systems thinking, talent development, and customer empathy. Bloomerang offers competitive benefits including health insurance, generous PTO, 401k matching, and fully remote work options. The salary range is $94,500-$130,000, with potential for discretionary bonuses. This is a full-time, permanent, fully remote position.

Requirements

• Operational Excellence Mindset : You thrive in high-pressure situations and have a track record of transforming chaotic incident responses into streamlined, predictable processes that customers and internal teams can rely on
• Bridge-Builder Leadership : You naturally excel at translating technical complexities for support teams while advocating for customer needs with engineering teams, creating alignment where others see conflict
• Systems Thinking : You see beyond individual incidents to identify patterns, root causes, and systemic improvements that prevent future issues rather than just fixing current ones
• Talent Multiplier : You have a proven ability to develop engineers who become go-to experts, building team capabilities that scale beyond your direct involvement
• Customer Empathy with Technical Depth : You combine deep technical troubleshooting skills with genuine care for customer impact, making decisions that balance technical feasibility with customer experience
• SRE Transformation Leader : You have experience building or leading SRE-like functions and can drive our vision to evolve this team toward proactive reliability engineering, implementing automation, monitoring, and engineering practices that prevent issues at scale

Responsibilities

• Lead a team of 5+ engineers who serve as the connecting tissue between Engineering and Customer Support, ensuring seamless incident resolution and customer issue escalation while driving the team's evolution toward an SRE mindset with stronger engineering perspective and vision
• Partner directly with Customer Support teams to resolve complex customer issues using a customer-centric approach, escalating to Product Managers and other development leaders when needed
• Manage comprehensive incident management processes from detection through resolution, establishing and enforcing practices that minimize customer impact and improve system reliability
• Conduct performance reviews and provide targeted feedback to build trust while strategically positioning team members in roles where they can achieve
• Collaborate cross-functionally with Product Managers, Engineering Managers, QA, and DevOps teams to identify process improvements and implement systems that increase team efficiency and customer satisfaction
• Recruit, develop, and retain engineering talent while driving accountability and measurable results that contribute to organizational objectives

Benefits

• You’ll have access to generous health, vision, and dental insurance options as well as HealthiestYou, a healthcare service that offers convenient, confidential access to quality doctors 24/7, anytime, anywhere
• You’ll get a competitive PTO package that includes 20 PTO days, 3 flex days, 4 optional volunteer Days, 12 paid holidays, as well as paid parental leave
• You’ll receive a 401k match to help invest in your future
• Everything you need to be successful, shipped right to your door
• The salary range for this position is: $94,500 - $130,000. You may also be eligible for a discretionary bonus