Production Engineering Manager

Job Summary

A company is looking for a Production Engineering Manager.

Key Responsibilities

• Build and manage a global Production Engineering team spanning multiple regions
• Design and operate a follow-the-sun model to ensure 24/7 ownership of Tier 3 escalations
• Lead trend analysis of escalations and tickets to identify recurring issues and drive systemic improvements

Required Qualifications

• 7+ years in Production Engineering, Technical Support, or similar in B2B SaaS environments
• 3+ years in a leadership role, including hiring, coaching, and performance management
• Strong understanding of incident management, root cause analysis, and troubleshooting
• Proven experience managing globally distributed or shift-based teams
• Demonstrable use of data-driven approaches to improving customer support experience