Engineering Manager, Tier 2

Company DescriptionAs the industry leader in compensation data and technology, PayScale helps organizations getpayright. Payscale is the only technology solution for managing compensation that provides multiple streams of fresh, transparently curated and validated salary data. Combined with modeling engines that learn continuously and generate recommendations and insight, Payscale empowers HR to price jobs and adjust compensation to reflect real-time changes in the market - all on one trusted data platform. With Payscale''s Adaptive Compensation Advantage, teams operate with efficiency, focused on outcomes rather than manual data management. To learn how companies like The Washington Post, Perry Ellis International, United Healthcare and The New York Times rely on Payscale to attract and retain top talent, motivate and engage employees and plan their future workforce, visit Job DescriptionAs the Manager of our Tier 2 support teams, you will work with our leadership, product, quality, customer service, support, devops and engineering teams to own and drive a pleasant and engaging customer experience to internal and external stakeholders. You will leverage your experience as a leader to build and grow the team, develop team members through partnership with other functional leads, and provide valuable insights to the product team to ensure continuous improvement in the platform. You will initially start by building knowledge of the system and internal processes through troubleshooting, reproducing customer reported issues, working with the defect ticketing system, and provide reporting around defect metrics, time-to-close, and incident rate. Working with Product and Engineering leadership you will drive resolution, tactical response, and long-term plans to ensure our platform availability and responsiveness to customers is world class.What You Do:Manage the tier2 team to achieve business objectives including the attainment of targets for service levels and resolution timeSet team goals in alignment with tier2 delivery objectives. Assist direct reports in the definition and attainment of individual goalsEnsure that direct reports have the resources, information, and processes necessary to deliver a highly available and support a resilient SaaS platformConduct post-mortem RCA reviews and implement changes as a result of findingsEffectively represent the tier2 team on cross-organizational teams to deliver organizational objectivesDeliver regular reports that provide qualitative and quantitative descriptions of platform performance including quality metrics, SLA attainment, and error ratesServe as a manager, mentor, knowledge resource, and escalation point for team members; Build credibility and trust within the teamUnblock your team and keep things moving whether that is through technical guidance or working closely with the right people for additional helpFirst Year in Role:Month 3: Within 3 months you will know how to navigate the organization, understand the major pieces your team owns. You will understand what the team is working on in the near term and how that fits in with the company''s strategy.Month 6: You have phenomenal relationships with your direct reports and peers. You are actively leveling up your team and finding ways to increase efficiency and quality while fostering developer happiness. You are part of long-term planning and regularly collaborating with individuals outside your team.Month 12: You are a veteran. You understand the ins and outs of the products and services you own. The organization leans on you for advice and guidance.QualificationsRequired5+ years'' experience delivering secure, publicly facing, highly available SaaS based platform(s) in a lead role2+ years leading tier2 operations for SaaS platform(s) preferably with a public cloud provider5+ years of engineering and/or operational roles with consistent career progress as an individual contributor and leaderExperience working in an Agile environmentPreferredExperience in one or more relevant front-end technologies (React, Angular)Previous experience with C, Java, or other OOP languagesExperience launching high performance and scalable services and applications into cloud platformsWorking knowledge of relational and no-SQL databasesFamiliarity/experience with unit testing and crafting testable codeAbility to explain technical concepts to developers, project managers, and technical managersAdditional InformationBenefits & Perks - The Highlights:All around awesome culture where together we strive to:Pursue excellence every dayCreate customer valueCompete to win (and lose!) as a teamAs part of our culture of transparency and commitment to employee engagement, we have several programs and resources such as:Regular virtual company meetingsCoffee chatsTable for 4 Executive conversationSpirit WeekPulsing tools for continuous conversations to drive performance and career growthStrengths based tools designed to help employees engage with peers and managers, supported through a program called StandOutAccess to top notch learning courses for all employees through LinkedIn LearningAs well as constant re-evaluation of what our employees need to be successful at work!Our more standard benefits include:Flexible Paid Time Off program - most employees average around 3 weeks per year14 paid holidays including Independence Week, Juneteenth and World Mental Health Day3 comprehensive health plans to fit your unique needs; plans have up to 100% company-paid premium coverage for employee Medical, Dental and VisionAccess to Premera''s Healthcare Services including an Employee Assistance Program (EAP), 24-hour Nurse Hotline, Telehealth (Doctor on Demand), Talkspace, and other virtual care optionsFlexible Spending Account (FSA) options for pre-tax employee allocations towards: Medical, Dependent Care, Parking, and TransitCompany Paid Short Term Disability, Long Term Disability, and Life InsuranceComprehensive Paid Parental / Adoption Leave program401k program with fully vested, immediate company matchEqual Opportunity Employer: We embrace equal employment opportunity. Payscale is committed to a policy of equal employment opportunity for all applicants and employees. It is our policy that employees will not be subjected to unlawful discrimination based on race, color, religion, sex, age, national origin or ancestry, physical or mental disability, veteran or military status, marital status, sexual orientation, political ideology and any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including but not limited to recruitment, hiring, transfers, promotions, training, discipline, termination, compensation and benefits, performance appraisals, education, and social and recreational programs.

Created: 2025-11-15