Recruit, hire, and develop a high-performing Support Engineering team while designing career paths and planning headcount to support significant organizational growth.
Partner with Product and Engineering leaders to influence the roadmap by advocating for system reliability, visibility, and operational ease.
Define, track, and improve the metrics that reflect the speed, quality, and effectiveness of technical support.
Identify recurring support issues and lead automation efforts to reduce manual work and improve system reliability.
Lead the escalation and resolution of high-severity technical incidents, including those impacting critical services.
Translate trends from support issues into clear insights that inform product improvements and platform quality.

Requirements

At least 7 years of professional experience in Support Engineering, Site Reliability Engineering, or Software Engineering.
At least 4 years of experience managing and developing technical teams.
The ability to read, understand, and debug production code in modern web application stacks.
Experience leading structured problem-solving and root cause analysis for complex technical issues.
Demonstrated experience planning budgets, managing team growth, and setting priorities over a 6–12 month horizon.
Experience managing incidents in environments where system reliability directly impacts users.
Strong written and verbal communication skills, with the ability to explain complex technical concepts clearly to non-technical audiences.
Nice to have: Deep familiarity with AWS infrastructure and modern observability tools (Datadog, Sentry, Splunk). A background in building or product-managing internal tools and 'Support Platforms.' Previous experience in a HIPAA-compliant or highly regulated industry.

Benefits

Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.
Employer sponsored 401(k) match of up to 2% for retirement planning
A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
We offer competitive paid time off policies including vacation, sick leave and company holidays.
At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
Access to Noom, a weight management program—based in psychology, that’s tailored to your unique needs and goals.
Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
Access to Wellhub, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription
Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care
Up to $1,000 Professional Development Reimbursement a year.
$200 per year donation matching to support your favorite causes.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Support EngineeringSite Reliability EngineeringSoftware EngineeringProduction code debuggingStructured problem-solvingRoot cause analysisIncident managementMetrics trackingAutomationTechnical support

Soft Skills

Team managementCommunicationLeadershipOrganizational skillsPrioritizationAnalytical skillsCollaborationInfluencingProblem-solvingInsight translation