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Join the Vista Family. In March 2019, Vista Equity Partners acquired PlanSource, marking a new phase of growth. PlanSource is highly rated with our customers. Be proud of our sophisticated cloud-based technology that meets the needs of even the most complex benefit programs. Success is rewarded. With more than just a pat on the back, your success is recognized and rewarded. You can grow and develop professionally. PlanSource has a great track record of internal promotions within the company. Share our values. Be part of a team that values diversity and representation in all levels of the organization.
Manager, Product Engineering & Maintenance
Location
United States
Posted
27 days ago
Salary
0
Seniority
Lead
No structured requirement data.
Job Description
Manager, Product Engineering & Maintenance
Plansource
Role Description The Manager, Product Engineering & Maintenance is responsible for executing and enforcing the Tier 3 Engineering Support operating model. This role ensures Tier 3 work progresses predictably, escalates intentionally, and drives enterprise-level risk reduction through prevention, AI-assisted investigation, automation, and targeted application maintenance. As Tier 3 escalations decline, this role intentionally redeploys engineering capacity toward maintenance and remediation work that improves long-term system stability, security posture, and operational scalability. Tier 3 is managed separately from Tier 2, enabling focus on engineering-level problem solving, cross-portfolio system health, and sustained quality improvement. Key Responsibilities - Tier 3 Support Strategy & Execution: - Own and enforce the Tier 3 support model, including operating standards, escalation discipline, and SLA/SLO expectations. - Ensure Tier 3 issues progress predictably, do not silently age, and provide clear visibility into systemic risk. - Drive consistent Tier 3 execution across product portfolios. - Escalation Governance & Cross Functional Alignment: - Own Tier 3 escalation readiness and cross functional accountability. - Enforce clear reproduction standards, accurate issue classification, and defined ownership aligned to engineering priorities. - Apply judgment to block premature or low quality escalations that create downstream churn. - Product Partnership & Requirements Discipline: - Partner with Product to surface missed, unclear, or incomplete requirements discovered through Tier 3 investigations. - Ensure requirement gaps are documented, visible to Product leadership, and tracked outside defect queues. - Prevent misclassification of requirement gaps as defects. - Technical Quality, AI & Preventative Engineering: - Establish and enforce investigation, documentation, and troubleshooting standards for Tier 3. - Leverage AI assisted tools and automation to improve investigation efficiency, trend identification, and prevention. - Drive reduction of repeat failures, long tail technical risk, and production incidents across the organization. - Application Maintenance & Risk Based Remediation: - Execute approved application maintenance work when Tier 3 demand allows, including minor defects and security vulnerability updates. - Focus on work that improves system stability and reduces future support demand. - Exclude net new feature development or large, cross functional remediation efforts. - Team Leadership & Capacity Management: - Lead and develop the Tier 3 Engineering Support team with clear expectations, coaching, and performance accountability. - Manage capacity across investigation, escalation, prevention, maintenance, and automation work. - Protect Tier 3 capacity through policy enforcement and proper work routing. Qualifications - Comfort adopting and standardizing AI assisted tools or workflows to improve investigation quality and efficiency. - Clear, effective communicator with strong written documentation discipline and confidence engaging senior leaders. - Experience managing and coaching engineers or engineering support professionals in production-facing roles. - Strong track record of setting expectations, enforcing standards, and holding teams accountable. - Ability to manage workload, prioritize conflicting demands, and protect team capacity from unplanned or inappropriate work. - Solid technical foundation in modern software systems, APIs, and production diagnostics. - Ability to standardize processes, evaluate tool effectiveness, and measure outcomes. - Prevention first mindset, focused on reducing future issues rather than maximizing throughput. Requirements - 7+ years of experience in software engineering, engineering support, or related technical roles. - 2+ years of people management or technical leadership experience. - Experience supporting production systems in a SaaS or high availability environment. - Strong hands-on expertise in Jira, Confluence, SalesForce or equivalent case tracking software. - Knowledge of SQL databases, including the ability to write and understand basic SQL queries. - Experience using an IDE (VS Code or similar) to review code, trace logic or support debugging activities. Benefits - Great benefits package, including a full suite of health benefits, a generous 401(k) Plan, unlimited PTO, paid parental leave, a strong rewards and recognition program, and a focus on mental health and well-being. - An inclusive environment with Employee Resource Groups to join, volunteering days and the ability to donate to organizations of your choice through our recognition platform. - The opportunity to work for a growing, established technology company, but work side-by-side with a small, dynamic team of talented professionals. - Fast-paced environment with big goals and the opportunity to make a big impact.
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