We are looking for an hybrid Senior Technical Program Manager / Engineering Manager to lead cross-functional programs focused on incident investigation, troubleshooting tooling, and AI-powered automation, while acting as a key partner during customer escalations / issues.
This role operates at the intersection of technical program leadership, operational excellence, and platform reliability, driving alignment across engineering, support, and product teams to improve how customer issues are detected, investigated, and resolved at scale.
Building on successful AI adoption in 2025—including tools such as Cursor, Augment, and MC360—this role will drive the company’s 2026 focus on scaling AI impact across customer issue resolution. The mission is to move from individual tool usage to AI-powered automation at scale, enabling automated triage, diagnostics, and resolution for recurring issue patterns, while measuring and demonstrating clear time savings and operational impact.
Verantwortlichkeiten
Drive delivery of tooling that enables fast triage, deep diagnostics, and scalable root cause analysis
Lead cross-team execution, aligning engineering, support, SRE, and product teams across multiple services and dependencies
Act as a program-level escalation partner during customer (engineering) incidents, coordinating triage, diagnostics, and follow-through
Translate operational pain points and incident learnings into scalable engineering solutions
Communicate progress, risks, and impact clearly to senior technical and business stakeholders
Anforderung
7–10 years of experience in technical program management, software engineering, or adjacent technical roles
Strong technical foundation in distributed systems, cloud-native architectures, or platform engineering
Experience leading complex, multi-team technical programs with high operational impact
Experience with incident management, triage, and root cause analysis workflows
Strong communication skills and comfort influencing across senior engineering, product, and support leadership
Exposure to AI/ML-driven operations, anomaly detection, or intelligent automation is a strong plus
