Platform Engineering Manager

Summary

Join Wavelo, a SaaS company within Tucows, as a Manager, Platform Engineering (Operations). Lead a specialized engineering team providing direct technical support, resolving issues, and driving operational improvements. Collaborate with various engineering teams to ensure seamless platform health. This remote role (Canada/US) requires strong leadership, technical expertise, and experience in managing engineering teams. You will be responsible for improving operational efficiency, mentoring team members, and driving root cause analysis. The role is crucial for maintaining platform stability and enhancing service quality.

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 $137,430 - $152,700 USD for US residents OR $123,480 - $137,200 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
• Remote work