Site Reliability Engineering Manager

Hi, I’m Terry, Director of Engineering at Customer.io.

I’m looking for someone to manage the global site reliability engineering (SRE) squad responsible for reliability across all our products. Working directly with the product development squads, this team will drive best practices in production readiness, incident management, and observability while operating existing technology and enabling the scaling of our production systems with next generation technology. You’ll get to move fast while leading a team solving challenging problems in scalable distributed systems while maintaining a great customer experience.

At Customer.io, we are tired of the fact that most messages people receive are dull, mistimed, repetitive, and overbearing. We aim to fix that. The first product we introduced is Journeys: the industry’s most flexible automation platform for customer communication (email, mobile push, SMS, and more). Our second product is Data Pipelines: a Customer Data Platform (CDP) that empowers marketers at companies big and small to bring accurate, real-time data to all customer touch points.

Help us continue to make an impact on the high-growth CDP and marketing automation market!

As an Engineering Manager at Customer.io, you will...

• Lead effective squad rituals, and ensure production readiness through quality peer-review, QA, documentation, deployment, logging, and monitoring practices
• Ensure your squad’s solutions are scalable, architecturally sound, flexible, and secure
• Create accountability for delivery timelines while fostering an inclusive, collaborative, and empathetic work environment
• Provide direct, timely, and specific coaching and development opportunities for your direct reports
• Hire, onboard, transfer, and manage performance to ensure the right people are in place to accomplish business objectives within your squad
• Understand Customer.io’s vision, business model, target markets, acquisition channels, competitors, and products well enough to ask questions that drive meaningful investigation within your squad
• Build and maintain a partnership with your Engineering Manager and development squad leadership peers

We're looking for someone who…

• Works in North/South American time zones
• Has at least three years’ experience as an Engineering Manager for SRE teams working on a SaaS product (B2B or B2C) at an (ideally early-to-mid-stage) SaaS company
• Has at least three year’s experience as an SRE, designing and implementing reliable and scalable infrastructure
• Understands SaaS software architecture, languages, technologies, and cloud infrastructure deeply enough to represent their squad’s technical choices across the company
• Makes time to …