TL;DR

Production Engineering Manager (SaaS): Building and managing a global Production Engineering team to reduce issue resolution times and improve customer satisfaction, focusing on leading escalations, analyzing tickets for recurring issues, and driving systemic improvements. Focus on incident management, root cause analysis, and automation to enhance product resilience and overall customer experience.

Location: Remote job is only possible in case the employee is located in the Czech Republic.

Company

%hirify_global% provides data resilience through data backup, data recovery, data portability, data security, and data intelligence.

What you will do

Build and manage a global Production Engineering team operating on a 24x7 follow-the-sun model.
Design and operate escalation workflows, runbooks, and handoff practices with Technical Support, SRE, and Product Engineering teams.
Drive down case handle times by improving ticket ownership and providing actionable guidance to Support teams.
Lead trend analysis of escalations and tickets to identify common themes, recurring issues, and fixes.
Oversee tool integration to streamline escalation workflows and maintain accountability.
Coach Production Engineers in troubleshooting, incident management, and automation.

Requirements

7+ years in Production Engineering, Technical Support, or similar in B2B SaaS environments.
3+ years in a leadership role, including hiring, coaching, and performance management.
Demonstrable use of data-driven approaches to improving the customer support experience.
Strong understanding of incident management, root cause analysis, and troubleshooting.
Excellent cross-functional communication and ability to align diverse stakeholders.
Proven experience managing globally distributed or shift-based teams.

Nice to have

Hands on experience with ServiceNow, Jira, Azure DevOps, and/or observability/monitoring tools.
Experience leveraging AI to reduce handle times and overall number of escalations.
Prior work with SRE, DevOps, or Technical Operations teams.
Background in automation, scripting, or tooling to reduce manual effort.
Familiarity with cloud platforms (Azure, AWS, or GCP).

Culture & Benefits

Premium healthcare program for you, your spouse, and your children.
Annual vacation and sick days.
Professional training and education, including courses and workshops and unlimited access to online learning platforms.
Cafeteria Benefit Plan allowing you to customize your benefit package.
%hirify_global% Care Days – additional 24 hours for your volunteering activities.