Precisely
data integrity
SeniorEngineeringManager-L3Support
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Engineering Manager - L3 Support at Precisely. Skills: Leading global L3 Engineering teams, Managing critical customer escalations, Resolving complex technical issues, Driving root-cause analysis, Continuous team process improvement, Stakeholder management, AI adoption and application in engineering and support. Lead and mentor a global L3 Engineering team handling critical customer escalations and resolving technical issues. Oversee the full development escalation lifecycle—from intake, ”
What You'll Achieve.
Improve incident triage, escalation handling, and developer efficiency; Assist with root‑cause investigations; Drive continuous improvement in product stability and customer outcomes; Improve operational efficiency and reduce manual effort; Enable data‑driven prioritization and proactive issue management; Safeguard revenue from license renewals and new deployments; Increase customer satisfaction
Industry & Context.
Resolve complex technical issues; Driving root-cause analysis; Identify recurring issues; Problem-solving
This is a remote position anywhere in the US
What They're Looking For.
Must Have
10+ years in enterprise technical operations, especially with IBM Sterling B2Bi or equivalent platforms, Proven experience managing customer escalations and leading Engineering teams, Demonstrated expertise in incident management, ITIL frameworks, RCA, SLA enforcement, and escalation governance, Exceptional stakeholder management and communication skills under pressure (Both internal and external. C-Suite level preferred.), Skilled at juggling team and release priorities based on customer competing priorities, Deep and detailed knowledge of enterprise software deployment, configuration, and management, Solid understanding of database management, operating systems, networking, system integration, and performance tuning, Fundamental Java, Cloud Technologies, Kubernetes knowledge, Proficiency in applying AI tools to accelerate work, improve output quality, and eliminate low-value tasks, Comfortable using generative AI tools (e.g., Microsoft Copilot, ChatGPT) in day-to-day workflows, Able to evaluate AI-generated outputs critically, Open to continuously adopting new AI capabilities as they emerge, Hands on Enterprise software application product experience in past with Java stack, understanding build, deploy and CI/CD process. enough to technically challenge team members and customers.
Nice to Have
Hands-on familiarity with on-prem IBM B2Bi infrastructure (AS2, SFTP, FTP, encryption, EDI protocols), Experience with support tooling (Salesforce, KCS, ticketing systems) and operational reporting dashboards, Exposure to hybrid or cloud migration strategies as part of evolving support models, Extensive agile software development experience, SRE mindset: setting and managing SLIs/SLOs, implementing self-healing systems (auto-scaling, failover), and enhancing reliability and availability
What You'll Do.
Lead and mentor a global L3 Engineering team handling critical customer escalations and resolving technical issues
Oversee the full development escalation lifecycle—from intake
closure and ultimately product deliverables
Serve as the primary escalation liaison across customer
product management and C-Suite leadership teams to negotiate final resolutions safeguarding revenue from license renewals and new deployments
Drive root-cause analysis (RCA) and lessons-learned cycles
championing continuous improvement
Develop and deliver support KPIs
and escalate to weekly operational reviews
Engage proactively with customers to gather feedback and build trust during high-pressure escalations
Collaborate with product and engineering teams to triage defects
deliver timely bug fixes
and champion product changes to reduce customer issues and increase customer satisfaction
Support the adoption of AI‑ and GenAI‑enabled engineering and support solutions
Apply AI‑driven analysis of incident
and platform teams to implement practical agentic AI use cases
Utilize AI‑powered dashboards and insights to track SLIs/SLOs
Coach and develop engineering teams in the effective and responsible use of AI‑assisted development and support tools
How You'll Work.
Team & Collaboration
Coordinate between customers, support, engineering, product management and leadership; Serve as the primary escalation liaison across customer, support, engineering, product management and C-Suite leadership teams; Collaborate with product and engineering teams; Partner with product, and platform teams; Coach and develop engineering teams
Communication Scope
Exceptional stakeholder management and communication skills under pressure (Both internal and external. C-Suite level preferred.); Communicate with customers, support, engineering, product management and leadership
Process & Methodology
Manage critical customer escalations, Oversee the full development escalation lifecycle, Action planning, Prioritized short-term and long-term solutions, Juggling team and release priorities based on customer competing priorities
Full Job Description
Application and Interview Impersonation Notice: Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Precisely Software Incorporated (“Precisely”) is unlawful. If Precisely identifies such fraudulent conduct, then as applicable and to the extent permitted by law, the application will be rejected, an offer (if made) will be rescinded, or the employment will be terminated, and legal action may be taken against the impersonators. Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services. What does this mean to you? For starters, it means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs and reduce risk. In fact, Precisely powers better decisions for more than 12,000 global organizations, including 95 of the Fortune 100. Precisely's 2500 employees are unified by four company core values that are central to who we are and how we operate: Openness, Determination, Individuality, and Collaboration. We are committed to career development for our employees and offer opportunities for growth, learning and building community. With a "work from anywhere" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents. Learn more about why it's an exciting time to join Precisely! Precisely is an AI-first organization. All employees are expected to demonstrate proficiency in applying AI tools to accelerate their work, improve output quality, and eliminate low-value tasks. Candidates should be comfortable using generative AI tools (e.g., Microsoft Copilot, ChatGPT) in their day-to-day workflows, able to evaluate AI-generated outputs critically, and open to continuously adopti
Applying for this Senior Engineering Manager - L3 Support role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
ANONYMOUS · UNFILTERED
What do employees actually say about Precisely?
Real rants from real employees. Read before you apply.