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Manager, Platform Enablement

4 weeks ago
United States
Full-time
Lead
Operations Manager
Customer and Technical Support
Agile CI/CD Confluence Datadog Generative AI JSON Postman SQL
Apply Now
TrueML

TrueML

TrueML develops innovative financial technology solutions that enhance customer experience and aim to improve the financial health of consumers by addressing their unique needs and preferences.

Internet Software & Services
51-250
Founded 2013
View All Jobs 6

Description

  • Lead and mentor a team of Platform Enablement Engineers, including career development, performance management, and continuous learning.
  • Oversee prioritization and resolution of complex workflow failures, system anomalies, and high-impact escalations.
  • Act as the final operational authority for major incidents and partner with Engineering leaders on bug fixes and development cycles.
  • Translate technical blockages and system patterns into clear, business-ready updates for executives, support teams, and stakeholders.
  • Own the strategy for technical documentation, including decision trees, troubleshooting playbooks, and Confluence knowledge management.
  • Maintain triage queue efficiency by setting SLA/SLO baselines and preventing stale issues from lingering.
  • Analyze telemetry data and ticket trends to identify systemic friction points and advocate for product or infrastructure improvements.
  • Identify and drive internal tooling or process improvements that reduce operational overhead.
  • Lead adoption of GenAI tools to speed up log summarization, code comprehension, and SQL generation.
  • Foster a culture of knowledge sharing by cataloging investigative techniques, scripts, and AI prompts in public technical channels.

Requirements

  • 5+ years of relevant experience in technical support engineering, platform enablement, or deep-tier troubleshooting.
  • 1–2 years of demonstrated people management experience.
  • Strong proficiency with log analysis tools such as Datadog or Observe.
  • Advanced SQL skills for database debugging and data analysis.
  • Hands-on experience testing APIs with Postman or cURL and validating JSON payloads.
  • Experience using Browser DevTools to isolate front-end versus back-end failures.
  • Ability to navigate source code repositories and inspect application logic.
  • Exceptional verbal and written communication skills with the ability to explain technical issues to non-technical audiences.
  • Direct experience using GenAI tools such as GitHub Copilot, Gemini, or Claude for data aggregation, code discovery, or documentation.
  • Preferred: Experience building scripting frameworks or advanced data queries to automate support and verification tasks.
  • Preferred: Experience supporting high-stakes enterprise client onboarding.
  • Preferred: Familiarity with CI/CD pipelines, infrastructure-as-code principles, and agile metrics.
  • Preferred: Professional proficiency in Spanish for cross-functional collaboration with distributed US and LATAM teams.

Benefits

  • Base salary range of $115,000 to $140,000 for U.S.-based hires.
  • Flexible vacation.
  • Medical, dental, and vision insurance.
  • Traditional and Roth retirement savings options.
  • Company-paid disability and life insurance.
  • Flexible Spending Account and Limited FSA.
  • Family-friendly parental leave, volunteer time off, and voting time off.
  • On-demand wellness platform access for you and 5 friends or family members.
  • Remote-first work environment with occasional travel as needed.

Interested in this position?

Apply directly on the company website

Apply Now

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