Engineering Manager, Tier 3 Support

Position Overview

Bloomerang is seeking an experienced Engineering Manager to lead our Tier 3 Support Engineering team. This leadership role is crucial for ensuring the success of our Engineering operations teams by acting as a liaison between Engineering and Customer Support. The ideal candidate will help evolve our Tier 3 function towards a more SRE-oriented approach, integrating engineering rigor, automation, and proactive reliability practices to enhance the customer experience.

About Bloomerang

Bloomerang provides world-class fundraising and donor CRM software to tens of thousands of nonprofits, empowering them to raise more money and achieve their missions. We are recognized for our powerful software and exceptional customer service. Beyond supporting nonprofits, we are dedicated to fostering a thriving employee culture, driven by our core values: Simplify, Care, and Act. We believe our people are the key to our success and are proud to have a team of innovative and skilled employees.

Responsibilities

• Lead a team of 5+ engineers who act as the primary link between Engineering and Customer Support, ensuring seamless incident resolution and effective customer issue escalation.
• Drive the team's evolution towards an SRE mindset, emphasizing engineering perspective and vision.
• Partner directly with Customer Support teams to resolve complex customer issues with a customer-centric approach, escalating to Product Managers and other development leaders as necessary.
• Manage comprehensive incident management processes from detection through resolution, establishing and enforcing practices to minimize customer impact and improve system reliability.
• Conduct performance reviews and provide targeted feedback to foster trust and strategically position team members for success.
• Collaborate cross-functionally with Product Managers, Engineering Managers, QA, and DevOps teams to identify process improvements and implement systems that enhance team efficiency and customer satisfaction.
• Recruit, develop, and retain engineering talent, driving accountability and measurable results aligned with organizational objectives.

Requirements

• Operational Excellence Mindset: Proven ability to transform chaotic incident responses into streamlined, predictable processes in high-pressure situations.
• Bridge-Builder Leadership: Skill in translating technical complexities for support teams and advocating for customer needs with engineering teams, fostering alignment.
• Systems Thinking: Ability to identify patterns, root causes, and systemic improvements to prevent future issues.
• Talent Multiplier: Demonstrated success in developing engineers into go-to experts and scaling team capabilities.
• Customer Empathy with Technical Depth: Combines deep technical troubleshooting skills with a genuine care for customer impact, balancing technical feasibility with customer experience.
• SRE Transformation Leader: Experience in building or leading SRE-like functions and driving a vision for proactive reliability engineering through automation, monitoring, and preventative practices.

Benefits

• Health + Wellness: Access to generous health, vision, and dental insurance options.

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