Tucows
Tucows is a leading provider of internet services with a commitment to inclusivity and employee culture. As the world's largest domain name wholesaler and third-largest domain registrar, Tucows Domains helps individuals and businesses establish their online presence. Their Ting Internet division offers high-speed fiber internet services across the United States, while Wavelo focuses on telecom billing and operations software for communication service providers globally. Together, these divisions work towards making the Internet better while fostering a workplace that values diversity and employee well-being.
domain names • hosted email • reselling • SSL digital certificates • mobile phone service
Manager - Software Engineering, Platform Operations
April 15
🇺🇸 United States – Remote
💵 $146.7k - $163k / year
⏰ Full Time
🟡 Mid-level
🟠 Senior
👮♀️ Software Engineering Manager
Tucows
Tucows is a leading provider of internet services with a commitment to inclusivity and employee culture. As the world's largest domain name wholesaler and third-largest domain registrar, Tucows Domains helps individuals and businesses establish their online presence. Their Ting Internet division offers high-speed fiber internet services across the United States, while Wavelo focuses on telecom billing and operations software for communication service providers globally. Together, these divisions work towards making the Internet better while fostering a workplace that values diversity and employee well-being.
domain names • hosted email • reselling • SSL digital certificates • mobile phone service
📋 Description
• Lead a specialized engineering team providing direct technical support through engineer-to-engineer ticket resolution. • Consolidate related issues into problem tickets; apply immediate resolutions through scripting and implement comprehensive bug fixes. • Collaborate closely with peer engineering managers on bug resolution, issue prioritization, and intake processes. • Lead internal engineering projects aimed at improving operational efficiency, architecture design, and tooling • Actively engage stakeholders to identify operational improvements and implement effective engineering solutions. • Provide technical leadership, mentoring team members and fostering an environment of continuous improvement and reliability. • Oversee and improve engineering support workflows, ensuring efficiency and effectiveness in handling software escalations and platform reliability. • Lead and mentor a software engineering team, providing guidance and career development opportunities across all levels of experience. • Act as the first line of engineering support, collaborating closely with incident response teams and specialized engineering groups to resolve platform issues. • Drive root cause analysis and resolution by identifying recurring issues, leading problem management efforts, and coordinating long-term fixes. • Partner with engineering teams to implement bug fixes and improvements, ensuring platform stability and operational efficiency. • Develop and enhance internal tools to improve operational workflows, incident response, and knowledge management, leveraging AI and automation where applicable. • Monitor key operational metrics, identify trends, and implement process optimizations to enhance team performance and service delivery.
🎯 Requirements
• Proven experience as an Operations and/or Engineering Manager. • Familiarity with IT Service Management (ITSM) principles and best practices. • Demonstrated ability to manage escalations, prioritize issues, and coordinate cross-functional problem-solving efforts. • Excellent leadership, communication, and interpersonal skills. • Experience with monitoring tools, automation frameworks, and service reliability strategies.
🏖️ Benefits
• Learn more about Tucows Benefits.
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