Manager – Software Engineering

ROLE SUMMARY

We are seeking a highly experienced strategic and hands-on Manager with at least 10 years of deep expertise in engineering customer support escalation management and customer relations.

In this role you will be the leader of the Engineering teams for one of the SCADA/HMI products which is a key revenue driver within Velotic. You will lead and scale a high-performing engineering team with focus on customer triage system trouble shooting customer support establish robust defect triage escalation frameworks and build strong high-trust relationships with customers and key stake holders. You will bridge the gap between our customers support engineers product managers and software developers to ensure rapid issue resolution and high product reliability.

1. Team Leadership & Operations Management

• Lead mentor and scale a multi-tiered engineering support team to deliver exceptional service level agreements (SLAs).
• Establish operational KPIs and metrics (e.g. First Response Time Mean Time to Resolution Backlog Health Escalation Rate) and drive continuous process improvements.
• Manage shift rotations resource planning across different geographies and time zones.
• Build a culture of accountability continuous learning and customer-first empathy within the team.

2. Defect Flow Triage & Engineering Collaboration

• Own and optimize the end-to-end defect triage lifecycle from customer reporting to delivering engineering fixes.
• Conduct regular triage syncs with Customer Support leadership to prioritize critical bug fixes hotfixes and patch releases.
• Standardize issue root-cause analysis (RCA) and ensure technical ticket descriptions logs and reproduction steps are documented.
• Track product reliability patterns and advocate for product quality enhancements based on recurring customer issues.

3. Customer Relationship & Escalation Management

• Serve as the primary executive sponsor and single point of contact for high-priority/VIP customer escalations.
• Build and maintain strong empathetic relationships with key stakeholders enterprise clients and account managers.
• Host regular operational reviews (QBRs/EBRs) with key accounts to review support performance open issues and system stability.
• Communicate technical updates clearly and transparently to non-technical client stakeholders during critical incidents or service outages.

4. Process Automation & Tooling

• Evaluate optimize and manage support tooling (ADO Jira Salesforce Service Cloud ServiceNow).
• Implement AI-driven workflow automations self-service portals and knowledge base frameworks to improve deflect rates and agent productivity.

Qualifications :

Required Qualifications & Skills

• Experience: 10 years in technical product development software customer support or client services with at least 5 years in a direct managerial/leadership role. Experience in SCADA/HMI and C is a plus. Knowledge of industrial communication standards (Modbus DNP3 OPC UA Kepware) and operational technology (OT) cybersecurity.
• Technical Acumen: Deep understanding of enterprise software product lifecycles API integrations log analysis dump analysis and SDLC workflows.
• Defect & Bug Management: Advanced proficiency in ADO/Jira/Confluence (or equivalent) for defect tracking sprint planning and triage workflows.
• Stakeholder Management: Exceptional interpersonal and communication skills with a proven track record of de-escalating enterprise client situations.
• Analytical Skills: Strong data-driven approach to tracking performance metrics identifying systemic product bugs and presenting executive-level reports.

Process Orientation: Expertise in ITIL frameworks incident management standards and root cause analysis methodologies.

Education & Experience

• Bachelors degree in computer science or in STEM Majors (Science Technology Engineering and Math)
• 10 years of relevant experience

WORK ENVIRONMENT

Hybrid

No Travel needed

Remote Work :

No

Employment Type :

Full-time