Production Engineering Manager

Veeam Software

full-time

Posted on: 9/30/2025

Location Type: Remote

Location: Remote • California • 🇺🇸 United States

Visit company website

✨ AI Apply

Apply

Job Level

SeniorLead

Tech Stack

AWSAzureCloudGoogle Cloud PlatformServiceNow

About the role

Build and manage a global Production Engineering team spanning multiple regions
Design and operate a follow-the-sun model to guarantee 24×7 ownership of Tier 3 escalations
Collaborate with Technical Support, Prod Eng, SRE, and Product Engineering to define escalation workflows, runbooks, and handoff practices
Triage, mitigate, and resolve escalated issues quickly
Drive down case handle times by improving ticket ownership, providing clear measurements, and returning actionable guidance to Support teams
Lead trend analysis of escalations and tickets to identify recurring issues, feature requests, bug reports, and incidents
Partner with stakeholders to drive systemic improvements leveraging insights from ticket analysis
Reduce handle times and improve customer experience by training agents, building runbooks, and pushing resolution closer to first line support
Oversee tool integration (e.g., ServiceNow ↔ Jira) to streamline escalation workflows and maintain accountability
Coach Production Engineers in troubleshooting, incident management, and automation
Champion automation of repetitive tasks to reduce manual toil and increase team efficiency

Requirements

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
Demonstrable use of data-driven approaches to improving the customer support experience
Strong understanding of incident management, root cause analysis, and troubleshooting
Excellent cross-functional communication and ability to align diverse stakeholders
Proven experience managing globally distributed or shift-based teams
Hands on experience with ServiceNow, Jira, Azure DevOps, and/or observability/monitoring tools (advantage)
Experience leveraging AI to reduce handle times and overall number of escalations (advantage)
Prior work with SRE, DevOps, or Technical Operations teams (advantage)
Background in automation, scripting, or tooling to reduce manual effort (advantage)
Familiarity with cloud platforms (Azure, AWS, or GCP) (advantage)
Applicants must be permanently located in the United States; remote work is only possible for employees located in the United States
Education optional

Applicant Tracking System Keywords

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

Hard skills

Production EngineeringTechnical Supportincident managementroot cause analysistroubleshootingautomationscriptingtoolingdata-driven approachesB2B SaaS

Soft skills

leadershipcoachingperformance managementcross-functional communicationstakeholder alignmenttrend analysiscustomer experience improvementteam efficiencyproblem-solvingtraining