Director of Production Engineering – IT Support

Role Overview

• Own the incident response end-to-end. Serve as incident commander on high-impact P1/P2 incidents, lead communication, coordinate engineering and business stakeholders, run blameless postmortems, and drive resulting action items to closure.
• Architect and continuously refine the observability stack. Build and tune dashboards, alerts and synthetic monitoring that give real-time visibility into system and end-user experience health.
• Drive a shift from reactive to proactive. Identify what is breaking before it breaks. Use telemetry, anomaly detection, and trend analysis to surface systemic issues; partner with technical stakeholders to eliminate them at the source.
• Hit the operational metrics that matter. Ensure tight SLA adherence and continuous improvement across both end-user support and production incidents.
• Be the senior technical escalation. You will personally dig into logs, queries, and infrastructure to unblock the team when needed.
• Drive automation and self-service that eliminates repeat tickets and matures our knowledge management strategy.
• Implement AI and automated solutions to improve quality & speed of operations.
• Manage defects and enhancements, resolve incidents, and prevent systemic issues through structured Product management, Engineering and Operations partnership.
• Strengthen the feedback loop from support into the product roadmap.
• Own and advance internal IT & Product support services (service desk, endpoint support, access management, etc).
• Foster a culture of accountability and ownership. Set the tone for technical excellence and user obsession across the org.

Requirements

• 8+ years of experience leading distributed teams including managers in high-growth SaaS and API-first environments.
• Seasoned incident commander with hands-on experience leading P1/P2 response, running postmortems, and driving systemic fixes that prevent recurrence.
• Proven track record of reshaping support operations through AI, automation, and intelligent tooling.
• Strong technical proficiency such as but not limited to SQL, NQL, DDSQL, Powershell, Python, Terraform, Shell, Bash, Rest API.
• Solid understanding of AWS services including S3, CloudWatch, EKS, Kubernetes, ECS, EC2, Lambda, and Workspaces.
• Deep knowledge of support, DEX, observability and CRM platforms such as ServiceNow, Salesforce, DataDog, Nexthink.
• Excellent leadership & decision-making skills as well as project management experience with ability to execute across multiple priorities.
• Exceptional communication skills with an ability to translate technical concepts into business value for executives and non-technical stakeholders.
• Familiarity with ITIL or similar frameworks with experience optimizing incident, change & problem management at scale.

Tech Stack

• AWS
• EC2
• Kubernetes
• Python
• ServiceNow
• SQL
• Terraform

Benefits

• Considerable employer contributions for health, dental, and vision programs
• Generous PTO, paid holidays, and paid parental leave
• 401(k) matching program
• Merit advancement opportunities
• Career development & training