Manager, Platform Enablement

Role Description

TrueML Products is seeking a highly motivated, technically grounded, and leadership-oriented Manager, Platform Enablement to lead and develop our team, serving as the critical bridge between our client-facing organizations and core Engineering. In this role, you will transition from executing individual deep-dives to standardizing triage frameworks and driving systemic improvements that optimize the product-to-support lifecycle.

You are a perfect fit for this leadership role if you possess a strong mix of technical grit and service-oriented mentality, have a proven track record of bridging the gap between deep-tier engineering logic and operational workflows, and can foster an AI-augmented culture that enhances triage efficiency and eliminates friction points for both customers and developers.

What You’ll Do

• Team Leadership & Engineering Partnership
  • Mentor and manage a team of individual contributors (Platform Enablement Engineers), establishing clear career development pathways, performance metrics, and a culture of continuous learning.
• Escalation & Root Cause Governance
  • Oversee the prioritization and resolution of complex workflow failures and system anomalies.
  • Act as the final operational authority for high-impact escalations, collaborating with Engineering leaders to streamline the bug-fix and development cycles.
• Technical Advocacy, Translation & Communication
  • Serve as the lead translator across departments, regularly synthesizing high-severity technical blockages and system patterns into clear, "business-speak" impact statements for executives, Tier 1 support, and business stakeholders.
  • Own the strategy for technical documentation (e.g., Confluence). Define standard decision trees and troubleshooting playbooks to safely scale self-service resolution across Tier 1 support.
• Operational Excellence & Systemic Friction Reduction
  • Maintain ultimate accountability for triage queue efficiency, establishing SLA/SLO baselines and implementing workflows that prevent "stale" issues from lingering.
  • Aggregate telemetry data and ticket patterns to isolate systemic platform friction points.
  • Present data-backed business cases to Product and Engineering leadership to drive long-term infrastructure and product enhancements.
  • Identify, champion, and execute internal tooling tweaks or process improvements to minimize operational overhead for the team.
• AI Adoption & Modern Enablement Culture
  • Pioneer and enforce the team's internal adoption of GenAI tools to accelerate log summarization, code comprehension, and SQL script generation, driving a best-in-class mean-time-to-resolution (MTTR).
  • Cultivate an environment of knowledge sharing where investigative techniques, automated scripts, and AI prompts are standardly cataloged in public technical channels.

Qualifications

• 5+ years of relevant experience in technical support engineering, platform enablement, or a deep-tier troubleshooting role, with at least 1–2 years of demonstrated people management experience.
• Strong proficiency in log analysis tools (e.g., Datadog, Observe) and database debugging via advanced SQL queries.
• Hands-on experience manually testing endpoints using Postman/cURL, validating JSON payloads, and isolating front-end versus back-end failures using Browser DevTools.
• Ability to confidently navigate source code repositories to inspect application logic, guiding engineers on how to correlate client-side errors with backend logging patterns.
• Exceptional verbal and written communication skills, with a proven ability to present complex technical issues as structured, business-ready impact summaries for non-technical audiences.
• Direct experience leveraging GenAI tools (e.g., GitHub Copilot, Gemini, Claude) to accelerate data aggregation, code discovery, or documentation workflows.

Preferred Qualifications

• Experience building scripting frameworks or building advanced data queries to automate repetitive support and verification tasks.
• Experience managing operational support for critical high-stakes enterprise client onboarding.
• Familiarity with CI/CD deployment pipelines, infrastructure-as-code principles, and agile framework metrics.
• Professional proficiency in Spanish, with the ability to bridge communication gaps and foster strong working relationships across distributed US and LATAM engineers.

Benefits

• Flexible vacation
• Medical/dental/vision insurance
• Traditional/Roth retirement savings options
• Company-paid disability and life insurance
• Flexible Spending Account & Limited FSA
• Family-friendly parental leave, volunteer and voting time off
• On-demand wellness platform access for you and 5 friends and family
• PerkSpot discount program for 900+ merchants nationwide

Remote Work, Travel Expectations & Physical Requirements

This role supports a global, cross-functional business and operates primarily in a Remote-First environment. However, flexibility outside of standard business hours and occasional local or international travel may be necessary for global operations support, company meetings, training, offsites, and collaborative projects.

This position primarily involves computer-based work, requiring extended periods at a computer, participation in virtual meetings, and use of standard office technology. We will consider reasonable accommodations to enable individuals to perform the essential functions of the role.

Maintaining a reliable internet connection and a professional work environment is expected. The ability to protect confidential company, employee, customer, and business information while working outside of a company office is also required.

Dedication to Diversity & Inclusion

We are an equal opportunity employer. We promote, value, and thrive with a diverse and inclusive team. Different perspectives contribute to better solutions and this makes us stronger every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.