Site Reliability Engineering Manager

Summary

Join Customer.io as an Engineering Manager to lead the global site reliability engineering (SRE) squad. You will drive best practices in production readiness, incident management, and observability, working directly with product development teams. This role requires leading a team, solving challenging problems in scalable distributed systems, and ensuring a great customer experience. You'll be responsible for hiring, onboarding, and managing performance, fostering a collaborative environment, and building partnerships with other leaders. The ideal candidate has significant experience as an Engineering Manager for SRE teams in a SaaS environment and a deep understanding of SaaS architecture and cloud infrastructure. Customer.io offers a competitive salary and a comprehensive benefits package.

Requirements

• Work in North/South American time zones
• Have at least three years’ experience as an Engineering Manager for SRE teams working on a SaaS product (B2B or B2C) at an (ideally early-to-mid-stage) SaaS company
• Have at least three year’s experience as an SRE, designing and implementing reliable and scalable infrastructure
• Understand SaaS software architecture, languages, technologies, and cloud infrastructure deeply enough to represent their squad’s technical choices across the company
• Communicate concisely, accurately, and directly, both verbally and in writing

Responsibilities

• Lead effective squad rituals, and ensure production readiness through quality peer-review, QA, documentation, deployment, logging, and monitoring practices
• Ensure your squad’s solutions are scalable, architecturally sound, flexible, and secure
• Create accountability for delivery timelines while fostering an inclusive, collaborative, and empathetic work environment
• Provide direct, timely, and specific coaching and development opportunities for your direct reports
• Hire, onboard, transfer, and manage performance to ensure the right people are in place to accomplish business objectives within your squad
• Understand Customer.io’s vision, business model, target markets, acquisition channels, competitors, and products well enough to ask questions that drive meaningful investigation within your squad
• Build and maintain a partnership with your Engineering Manager and development squad leadership peers

Preferred Qualifications

• Make time to understand technical architecture, tinker with new technologies, review proposals, and provide feedback to level up the engineers around them
• Builds and nurtures high performing teams
• Is fueled to reach higher when our customers are having a bad day

Benefits

• Unlimited PTO - we encourage at least 20 vacation days (in addition to holidays and sick days) so that you can unwind, unplug, and recharge
• 16 weeks paid parental leave (including adoption and foster care)
• 100% paid insurance premiums for you and your dependents
• 401k retirement matching - up to 5% dollar-for-dollar match to retirement contributions
• $1,500 annual healthy lifestyle budget (for gym memberships, classes, fitness equipment)
• $250/monthly Remote Work Stipend to be used for home internet, cell phone, and other miscellaneous remote work costs
• $300/month co-working space rental reimbursement
• $2,000/yearly professional education budget for conferences, courses, workshops, books, etc
• $1,500 home office budget to make sure your working space is ergonomic and just what you need to do your best work!
• One month sabbatical after five years at Customer.io
• We also have opportunities to meet in person with your peers throughout the year