Production Support Engineering Manager at Remitly

Cape Town, Western Cape, South Africa

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Legal Tech, Technology, AnalyticsIndustries

Requirements

Bachelor’s degree in Computer Science, Software Engineering, or a related technical field
10+ years of experience in production support, software engineering, or system operations, including 2+ years in a leadership role
Proven record of managing global or distributed technical teams, ideally in a 24/7 production environment
Strong understanding of incident and bug management, root-cause analysis (RCA), system dependencies, and post-deployment stabilization
Ability to balance strategic leadership with hands-on technical engagement in resolving high-impact production issues
Familiarity with ITIL and DevOps-based operational frameworks
Experience with monitoring and observability tools (Datadog, Coralogix, Splunk, Grafana)

Responsibilities

Lead and mentor a global production support team responsible for sustaining live products across time zones
Oversee all production-level escalations, ensuring timely recovery from outages and high-severity issues/bugs
Lead root-cause investigations and ensure actionable follow-ups are implemented
Ensure production environments are fully supported, monitored, and compliant with deployment readiness standards
Partner with SRE and Release Management to enhance scalability, resilience, and release automation
Drive continuous feedback loops between customer-facing teams and development to identify recurring issues and systemic improvements
In partnership with QE develop effective testing practices. Support use of automated test framework
Improved uptime and service reliability
Consistent delivery of stable maintenance releases and enhancements

Skills

Production Support

Incident Management

Root Cause Analysis

SRE

Release Management

Monitoring

Scalability

Resilience

Technical Leadership

Process Management

Global Team Management

Remitly

International money transfer for immigrants

About Remitly

Remitly focuses on international money transfers, helping immigrants send money to their families quickly and securely at lower costs than traditional banks. The company charges transaction fees and earns from the exchange rate margin, offering various transfer options like bank deposits and cash pickups. Remitly enhances user experience through its website and mobile app, allowing real-time tracking of transfers, and engages with immigrant communities by providing helpful resources and educational support. Its goal is to meet the unique needs of immigrants while ensuring fast, affordable, and reliable money transfer services.

Seattle, WashingtonHeadquarters

2011Year Founded

$423.9MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Continuing Education or Travel Stipend

Office Culture

Flexible PTO, Schedules and Leaves

DEI Learning Opportunities

Community Engagement

Inclusive Benefits

Risks

Swift's integration into banks' channels poses a competitive threat to Remitly.

AI agents' rise may challenge Remitly's operational model in efficiency and cost-effectiveness.

Schall Law Firm's investigation could impact investor confidence and Remitly's reputation.

Differentiation

Remitly focuses on immigrants, offering competitive rates and fast, secure transactions.

The company leverages technology for a seamless user experience via its app and website.

Remitly engages with immigrant communities through content and educational initiatives.

Upsides

Increased digital wallet adoption in key markets expands Remitly's reach to unbanked individuals.

AI agents in operations could reduce costs and improve Remitly's efficiency.

Visa collaboration enhances Remitly's cross-border fund flow services, boosting customer satisfaction.

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