TL;DR

Production Engineering Manager (SaaS): Building and managing a global Production Engineering team to improve the customer support experience and reduce resolution times, identifying recurring issues and driving systemic improvements. Focus on incident management, root cause analysis, and automation to increase team efficiency and customer satisfaction.

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

Company

%hirify_global% is the #1 global market leader in data resilience, providing data backup, data recovery, data portability, data security, and data intelligence to over 550,000 customers worldwide.

What you will do

Build and manage a global Production Engineering team spanning multiple regions, operating a 24x7 follow-the-sun model.
Collaborate with stakeholders to define escalation workflows and ensure escalated issues are triaged and resolved quickly.
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 and recurring issues.
Partner with stakeholders to drive systemic improvements leveraging insights from ticket analysis.
Oversee tool integration (e.g., ServiceNow ↔ Jira) to streamline escalation workflows and maintain accountability.

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

Private Medical Plan for you and your family.
Life and Disability Insurance.
PPK Pension.
Annual Leave Entitlement – 26 days.
Professional training and education, including courses and workshops, internal meetups, and unlimited access to our online learning platforms.