Engineering Manager, Site Reliability

Replicant was founded on the belief that machines are ready to have useful, complex conversations that will transform the way they interact with the world, starting with customer service.

As the leader in Contact Center Automation, Replicant helps companies automate their most common customer service calls while empowering agents to focus on more complex and nuanced customer challenges. Replicant's AI platform allows consumers to engage in natural conversations across voice, messaging and other digital channels to resolve their customer support issues, without the wait, 24/7. We are now leading the way in using Large Language Models (LLMs) to transform customer service- again. 

If you're excited by AI, ChatGPT, LLMs and want to make an impact with other great technologists and strong go-to-market leaders, then look no further. We've grown our team by 3x, increased revenue by 4x, and were named a top enterprise AI company by The Information. We currently serve Fortune 500 customers, run millions of AI calls per month in production, and are increasing our footprint globally.

We’re looking for an Engineering Manager to lead the Site Reliability Engineering team. This role balances the need for successful project execution with mentorship and development of a highly motivated team of engineers in a fast-paced environment. You will work with your team to ensure high technical and product quality, including occasionally contributing yourself. We are searching for a person with great collaboration skills, who will build trusted consulting relationships across all engineering functions.

What You’ll Do

• Support a collaborative working culture in a remote-first environment

• Leverage your technical expertise to drive project success by shaping architecture, guiding design decisions, and maintaining code quality through regular reviews—while occasionally contributing hands-on to non-critical path initiatives

• Coach and mentor your team by creating individualized development plans, tracking progress through measurable goals, and uniting the team around our company vision

• Partner with internal teams and business partners to scale a robust cloud infrastructure, ensuring operational excellence and cost efficiency for our virtual agent platform

• Cultivate a "shift left" culture for sustainable shared ownership of platform reliability, scalability, and performance

• Oversee On-Call and Incident Management processes and procedures

• Collaborate with Engineering Leadership to shape best practices and drive operational and technical excellence across teams

What You'll Bring

• You bring 2+ years of experience thoughtfully leading remote teams in reliability, infrastructure, or software engineering

• You take ownership, guiding high-impact projects from idea to completion, often in close partnership with others

• You have a strong track record of delivering critical infrastructure while supporting and coordinating across teams to meet shared goals

• You bring a deep understanding of modern public cloud infrastructure, observability practices, and distributed systems, and enjoy sharing that knowledge with others

• You communicate clearly, plan collaboratively, and bring creativity and curiosity to complex challenges

• You’re skilled at turning abstract ideas into approachable, incremental plans that create alignment and shared understanding

• You care about growing others and bring a thoughtful approach to career development—supporting team members through mentorship, growth opportunities, and promotions.

• You value data-informed decision-making and are passionate about using insights to improve how your team and product evolve

• You're comfortable using tools like JIRA, Google Sheets, and dashboards to support transparency and make collaborative decisions

• You're committed to fostering team health, consistent progress, and shared learning through agile practices and a culture of continuous improvement
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For all full-time employees, we offer:

🏠  Remote working environment that respects time zone differences

💸  Highly competitive salaries, equity, and for US Employees, a 401(k) plan

🏥  Top of the line healthcare (medical, vision, and dental)

🏋️  Health and Wellness Perk

🖥️ Equipment Stipend

🌴  Flexible vacation policy

✈️  Amazing team trips & offsites where you can find our CEO baking bread for the team

🌺 Replicants are eligible for a 5-week sabbatical after being at the company for 4.5 years

Our Values

Replicant has three core values. It is critical that everyone who joins the team feels excited and moved by these values as every new team member makes an impact on our culture.

Blade Runners: We take ownership and pride to influence the outcomes of our goals. We are successful, and like a Blade Runner, use the tools at our disposal to reach our objectives. We value open and honest communication and proactively seek feedback along the way. We are a company driven to grow and achieve both individually and as a team.

Bread Makers: We are humble and strive toward an egalitarian culture. No task is too big or too small. We work together to achieve our goals and develop our company mission. We believe that the whole is greater than the sum of its parts in everything that we do.

Självdistans (Self-Distance): Självdistans is Swedish for self-distance. It's the ability to critically reflect on oneself and one's relations from an external perspective. With this in mind, we act with objectivity and always remember that we are not our work. There's no perfect science to growing a team or business, but we trust everyone at Replicant to point out our blind spots and humbly admit their own.

Replicant is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at hr@replicant.ai and we’ll work to meet your needs.