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Senior Manager, Support Engineering

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Spring Health

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Location:
United States , San Francisco

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

207000.00 - 233000.00 USD / Year
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Job Description:

As the Senior Manager, Support Engineering, you will be responsible for the health, strategy, and execution of the support engineering function. You will lead a team of engineers who triage complex technical issues, build internal tooling, and drive the reliability of systems that power life-saving care.

Job Responsibility:

  • Recruit, hire, and develop a high-performing Support Engineering team while designing career paths and planning headcount to support significant organizational growth
  • Partner with Product and Engineering leaders to influence the roadmap by advocating for system reliability, visibility, and operational ease
  • Define, track, and improve the metrics that reflect the speed, quality, and effectiveness of technical support
  • Identify recurring support issues and lead automation efforts to reduce manual work and improve system reliability
  • Lead the escalation and resolution of high-severity technical incidents, including those impacting critical services
  • Translate trends from support issues into clear insights that inform product improvements and platform quality

Requirements:

  • At least 7 years of professional experience in Support Engineering, Site Reliability Engineering, or Software Engineering
  • At least 4 years of experience managing and developing technical teams
  • The ability to read, understand, and debug production code in modern web application stacks
  • Experience leading structured problem-solving and root cause analysis for complex technical issues
  • Demonstrated experience planning budgets, managing team growth, and setting priorities over a 6–12 month horizon
  • Experience managing incidents in environments where system reliability directly impacts users
  • Strong written and verbal communication skills, with the ability to explain complex technical concepts clearly to non-technical audiences

Nice to have:

  • Deep familiarity with AWS infrastructure and modern observability tools (Datadog, Sentry, Splunk)
  • A background in building or product-managing internal tools and "Support Platforms"
  • Previous experience in a HIPAA-compliant or highly regulated industry
What we offer:
  • Health, Dental, Vision benefits start on your first day at Spring
  • You and your dependents also receive access to One Medical accounts
  • HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type
  • Employer sponsored 401(k) match of up to 2% for retirement planning
  • A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
  • We offer competitive paid time off policies including vacation, sick leave and company holidays
  • At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents
  • Access to Noom, a weight management program—based in psychology, that’s tailored to your unique needs and goals
  • Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses
  • Access to Wellhub, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription
  • Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care
  • Up to $1,000 Professional Development Reimbursement a year
  • $200 per year donation matching to support your favorite causes

Additional Information:

Job Posted:
February 18, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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