TrueML is a fintech company building software to create positive experiences for consumers seeking financial health.
Manager, Platform Enablement
Location
United States
Posted
9 days ago
Salary
$115K - $140K / year
Seniority
Senior
Job Description
Manager, Platform Enablement
TrueML
• Mentor, and manage a team of individual contributors (Platform Enablement Engineers), establishing clear career development pathways, performance metrics, and a culture of continuous learning. • Oversee the prioritization and resolution of complex workflow failures and system anomalies. Act as the final operational authority for high-impact escalations, collaborating with Engineering leaders to streamline the bug-fix and development cycles. • Serve as the lead translator across departments, regularly synthesizing high-severity technical blockages and system patterns into clear, "business-speak" impact statements for executives, Tier 1 support, and business stakeholders. • Own the strategy for technical documentation (e.g., Confluence). Define standard decision trees and troubleshooting playbooks to safely scale self-service resolution across Tier 1 support. • Maintain ultimate accountability for triage queue efficiency, establishing SLA/SLO baselines and implementing workflows that prevent "stale" issues from lingering. • Aggregate telemetry data and ticket patterns to isolate systemic platform friction points. Present data-backed business cases to Product and Engineering leadership to drive long-term infrastructure and product enhancements. • Identify, champion, and execute internal tooling tweaks or process improvements to minimize operational overhead for the team. • Pioneer and enforce the team's internal adoption of GenAI tools to accelerate log summarization, code comprehension, and SQL script generation, driving a best-in-class mean-time-to-resolution (MTTR). • Cultivate an environment of knowledge sharing where investigative techniques, automated scripts, and AI prompts are standardly cataloged in public technical channels.
Job Requirements
- 5+ years of relevant experience in technical support engineering, platform enablement, or a deep-tier troubleshooting role, with at least 1–2 years of demonstrated people management experience.
- Strong proficiency in log analysis tools (e.g., Datadog, Observe) and database debugging via advanced SQL queries.
- Hands-on experience manually testing endpoints using Postman/cURL, validating JSON payloads, and isolating front-end versus back-end failures using Browser DevTools.
- Ability to confidently navigate source code repositories to inspect application logic, guiding engineers on how to correlate client-side errors with backend logging patterns.
- Exceptional verbal and written communication skills, with a proven ability to present complex technical issues as structured, business-ready impact summaries for non-technical audiences.
- Direct experience leveraging GenAI tools (e.g., GitHub Copilot, Gemini, Claude) to accelerate data aggregation, code discovery, or documentation workflows.
Benefits
- Flexible vacation
- Medical/dental/vision insurance
- Traditional/Roth retirement savings options
- Company-paid disability and life insurance
- Flexible Spending Account & Limited FSA
- Family-friendly parental leave, volunteer and voting time off
- On-demand wellness platform access for you and 5 friends and family
- PerkSpot discount program for 900+ merchants nationwide
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