Engineering Manager, Support Tooling

We are looking for an experienced Engineering Manager to lead a talented team focused on creating custom tools and improving existing systems that empower Outreach Technical Support Engineers (TSEs) through an AI-driven platform. This role centers on implementing AI solutions to increase TSE efficiency, automate workflows, and integrate multiple tools into a seamless user interface. The ideal candidate will have a strong background in fullstack development, a commitment to delivering high-quality software, and a passion for mentoring engineers. As a key member of the Support Leadership Team, you will collaborate closely with Product Development and Engineering teams to promote technical excellence and innovation.

Key Responsibilities

Lead and manage a diverse group of fullstack, backend, and frontend engineers, fostering a culture of ownership, collaboration, and innovation. Oversee the design, development, and deployment of scalable web applications and services that enhance the support experience. Provide technical guidance and mentorship to team members, supporting their professional growth and career development.

Collaborate with support management, product managers, designers, and other stakeholders to translate business requirements into effective technical solutions. Ensure timely delivery of high-quality projects through strategic planning, rigorous code reviews, and continuous process improvements. Define and enforce engineering best practices, coding standards, and streamlined development workflows.

Lead architecture and design discussions, advocating for the adoption of modern technologies and tools. Develop a deep understanding of support team processes to identify opportunities for building tools that improve TSE efficiency. Integrate critical support tools into a unified user interface, offering TSEs a “single pane of glass” ticket management experience.

Leverage AI technologies to automate workflows and enhance the overall customer support experience. Conduct regular performance evaluations, establish clear OKRs and KPIs, and implement strategies to meet team objectives. Attract and retain top engineering talent by cultivating a positive, trust-based team culture aligned with long-term career goals.

Required Qualifications

A minimum of 12 years of software development experience with strong hands-on expertise in fullstack development. Proven success in managing and growing engineering teams that include frontend and backend developers. Proficiency in web technologies such as JavaScript/TypeScript, React.js, Node.js, Python, Java, or similar languages.

Experience with modern backend frameworks and building RESTful APIs and/or GraphQL services. Strong knowledge of cloud platforms like AWS, GCP, or Azure, along with CI/CD best practices. Familiarity with Agile methodologies and project management tools such as Jira. Excellent communication and interpersonal skills, with the ability to work effectively across teams and functions.

Demonstrated passion for building scalable systems and mentoring engineering talent. Experience working in fast-paced product or startup environments.

Preferred Qualifications and Additional Experience

Hands-on experience with support ticketing systems such as Zendesk. Familiarity with integrating internal collaboration tools like Slack and Jira with support platforms. Understanding of support processes and operational workflows to better tailor engineering solutions.

This position offers the opportunity to lead a high-impact engineering team that directly improves the customer support experience through innovative AI-powered tools and unified platforms, driving both technical excellence and customer satisfaction.