Engineering Manager, Support & Stability

1 day, 15 hours ago
Full-time
Lead
Software Development
Loop Returns

Loop Returns

Loop Returns is a return management platform that revolutionizes the post-purchase experience, saving time and money for ecommerce brands while driving customer loyalty.

Internet Software & Services
51-250
Founded 2017
$125M raised

Description

  • Lead the Support & Stability team as the first line of defense for engineering support in critical application domains.
  • Own stewardship of the application’s highest-risk, highest-impact areas and keep them clean, tested, and maintainable.
  • Build measurement systems to track deployment frequency, commit activity, support volume, and recurring failure patterns.
  • Identify systemic issues and drive permanent root-cause fixes instead of repeated ticket closures.
  • Lead first-line triage for engineering support tickets and route unresolved issues with complete context.
  • Drive AI and automation as the default approach for domain maintenance and support triage.
  • Build and champion prompts, skills, and automation that help AI catch or fix recurring problems.
  • Negotiate ownership boundaries between your team and other engineering teams.
  • Represent support and stability trends to product and engineering leadership and advocate for stability work.
  • Manage people effectively through clear expectations, regular 1:1s, feedback, growth, and accountability while staying hands-on technically.

Requirements

  • 3+ years of engineering management leadership experience.
  • Experience owning platform reliability, system health, or critical-domain code is preferred.
  • Experience building or running a proactive stability or support program.
  • Ability to distinguish one-off issues from systemic problems and choose permanent fixes.
  • Experience using AI agents as a regular part of team workflows and explaining their impact.
  • Comfort negotiating scope and ownership boundaries with other teams.
  • Technical depth to review complex work in high-risk domains and stay hands-on when needed.
  • Experience managing underperformance, recognizing strong performance, and holding people accountable while maintaining psychological safety.
  • Strong experience with PHP/Laravel environments is a plus, but not required.
  • Willingness to operate with intensity, give direct feedback, ask for help early, and respond to setbacks with ownership.

Benefits

  • Flexible work arrangement with options in Columbus, Boston, Chicago, Austin, Los Angeles, or fully remote.
  • Opportunity to work in a blended environment with a distributed team across the U.S., Canada, the U.K., and Australia.
  • Chance to shape a newly formed team and have meaningful ownership in a critical part of the product.
  • Career growth in a high-standard, high-empathy engineering culture.

Interested in this position?

Apply directly on the company website

Apply Now

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