Cloud Engineering Support Manager

AssetWatch serves global manufacturers by powering manufacturing uptime through the delivery of an unparalleled condition monitoring experience, with a passion to care about the assets our customers care for every day. We are a devoted and capable team that includes world-renowned engineers and distinguished business leaders united by a common goal – To build the future of predictive maintenance. As we enter the next phase of rapid growth, we are seeking people to help lead the journey.

 What does your Team do:

The Cloud Engineering Support team is a hands-on engineering team focused on solving technical challenges, improving developer efficiency, and ensuring smooth operations for engineering teams. We own Tier 3 support, minimizing interruptions for engineering teams while driving automation and process improvements to make support scalable and efficient. Our scope includes performance monitoring, API stability improvements, helping to eliminate technical debt, and architectural refinements, ensuring the broader engineering organization can focus on building and innovating. We anticipate challenges, enhance workflows, and evaluate automation opportunities, optimizing internal processes, and streamlining technical support to create a frictionless development experience. Beyond support, we take on engineering-driven initiatives that enhance system stability, refine tooling, and improve operational workflows. We collaborate with engineering leadership to align on best practices, maintainability, and long-term efficiency.

Who You Are: 

You are an engineering leader and hands-on technical contributor who thrives in a fast-paced environment, balancing technical execution, team leadership, and process improvement. You have a passion for problem-solving, automation, and enabling development teams to operate at peak efficiency. You enjoy mentoring engineers, fostering a collaborative and high-performing team while also diving into technical challenges and process optimizations.

• Team Leadership & Collaboration: Recruit, guide, coach, and mentor developers, ensuring issues and projects are delivered on time, within scope, and in accordance with the company's quality standards.
• Stakeholder Management: Collaborate closely with engineering leadership to understand and document issues and priorities. Align development and support activities with engineering and business objectives, including expectation management.
• Team Oversight: Fluent in Jira to track issues, workflow management, and reporting. Ensure all team members are aligned and using Jira to its fullest potential.
• Project and Issue Management: Oversee the creation and maintenance of task boards, backlog management, and workload planning. Monitor issues progress and address any impediments or bottlenecks to keep support on track.
• Continuous Improvement: Advocate for and implement best practices, efficiency improvements, and technological advancements.
• Cross-functional Communication: Work seamlessly with all employees to ensure inter-team collaboration and efficiency with strong communication.
• Goal Setting and Accountability: Set direct report goals tied to company OKRs, drive accountability, and ensure team KPIs and commitments are met, with a focus on high employee satisfaction (Employee NPS).

What You'll Do:

This is a high-impact, hands-on engineering management role where support engineering, automation, and developer enablement meet. You’ll be responsible for leading a team focused on solving technical challenges, reducing engineering distractions, and improving operational workflows. Responsibilities include:

• Lead and grow a team dedicated to Tier 3 support, automation, and tooling enhancements.
• Team building, project management, and ensuring that their team meets the company’s engineering standards and deadlines.
• Technical Experience designing and developing scalable solutions. Able to lead technical reviews.
• Project Leadership – Takes ownership of technical aspects of projects, ensuring high standards of quality and performance, including leading and reviewing product impact assessments and tech planning.
• Problem Solving – Work closely with engineering leadership to propose efficient and effective solutions for both projects and product support
• Process Improvement – Make decisions with the team on process improvements including tools and standards.

Qualifications

• Atlassian Jira Experience, including workflow management, automation, and reporting.
• Strong organizational skills; be results-oriented with a bias for action.
• Must embrace a culture of accountability.
• A strong collaborator who can build trust and contribute to the success of the team.
• Must enjoy a challenge, have a desire to learn, be passionate about your work and have a commitment to excellence and continuous improvement.
• Work autonomously with minimal supervision.
• Requires professional appearance, good communication skills and professional conduct.
• Demonstrate the desire and knowledge to understand and solve for customer needs.
• Ability to multi-task, prioritize and manage time effectively.
• Ethical behavior, act fairly, and take responsibility for accomplishing work goals.

 Preferred Qualifications

• 4+ years of experience building React web applications.
• 4+ years of experience working with databases (MySQL, SQL Server).
• 4+ years of experience coding in JavaScript, HTML, CSS.
• Serverless experience with AWS (API Gateway, Lambda).
• Experience with browser compatibility and mobile friendly standards.
• Familiarity with issue tracking and source control such as Jira/Bitbucket.
• Optimization experience.
• Experience with Python, UX, and AWS tools are a nice bonus.

What We Offer:

AssetWatch is a remote-first rapidly growing startup providing a game changing condition monitoring platform and mobile experience in the industrial manufacturing space.

• Competitive compensation package including share options.
• Flexible work schedule
• Full benefits and 401(k) match
• Opportunity to make a real impact every day
• Opportunity to work with a dynamic, growing team
• Unlimited PTO

We have a distributed team that works remotely across locations in the United States and Ontario, Canada. We are open to candidates from most states, as long as we all can closely collaborate within core working hours.

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