Production Engineering Manager

Veeam, the #1 global market leader in data resilience, believes businesses should control all their data whenever and wherever they need it. Veeam provides data resilience through data backup, data recovery, data portability, data security, and data intelligence. Based in Seattle, Veeam protects over 550,000 customers worldwide who trust Veeam to keep their businesses running. Join us as we move forward together, growing, learning, and making a real impact for some of the world’s biggest brands. The future of data resilience is here - go fearlessly forward with us.About The RoleWe’re building a new global Production Engineering (Prod Eng) function to serve as the bridge between Technical Support and Engineering. As Manager, you will lead this team to reduce the time it takes to resolve customer-impacting issues, empowering Technical Support with better escalation pathways, and keep SRE focused on strategic reliability work.Your team will operate a 24×7 follow-the-sun model, owning escalations from Technical Support, driving down handle times, identifying incidents, and leading analysis of tickets to spot recurring issues. By turning insights into systemic improvements, you’ll make our products more resilient while improving customer satisfaction at scale.What You’ll DoBuild and manage a global Production Engineering team spanning multiple regionsDesign and operate a follow-the-sun model to guarantee 24×7 ownership of Tier 3 escalationsCollaborate with key stakeholders to define escalation workflows, runbooks, and handoff practices between Technical Support, Prod Eng, SRE, and Product Engineering teamsEnsure escalated issues are triaged, mitigated, and resolved quicklyDrive down case handle times by improving ticket ownership, providing clear measurements, and returning actionable guidance to Support teamsLead trend analysis of escalations and tickets; identifying common themes, recurring issues, and fixes including feature requests, bug reports, and incidentsPartner with stakeholders to drive systemic improvements leveraging insights from ticket analysisReduce handle times and improve overall customer experience in collaboration with Support by training agents, building runbooks, and pushing resolution closer to the first line of supportOversee tool integration (e.g., ServiceNow ↔ Jira) to streamline escalation workflows and maintain accountabilityCoach Production Engineers in troubleshooting, incident management, and automationChampion automation of repetitive tasks to reduce manual toil and increase team efficiencyWhat You’ll Bring7+ years in Production Engineering, Technical Support, or similar in B2B SaaS environments3+ years in a leadership role, including hiring, coaching, and performance managementDemonstrable use of data-driven approaches to improving the customer support experienceStrong understanding of incident management, root cause analysis, and troubleshootingExcellent cross-functional communication and ability to align diverse stakeholdersProven experience managing globally distributed or shift-based teamsBonus SkillsHands on experience with ServiceNow, Jira, Azure DevOps, and/or observability/monitoring toolsExperience leveraging AI to reduce handle times and overall number of escalationsPrior work with SRE, DevOps, or Technical Operations teamsBackground in automation, scripting, or tooling to reduce manual effortFamiliarity with cloud platforms (Azure, AWS, or GCP)What You’ll Get26 paid days off annually, plus 3 global VeeaMe Days for self-care and paid volunteer timePaid parental, maternity, and paternity leaveFully covered family medical plan, dental, rehab, and vaccinationsLife, critical illness, and disability insuranceEmployer pension contribution via PPKMonthly lunch and wellness benefitsSix free therapy sessions, plus legal and financial adviceProfessional training and education, including courses and workshops, internal meetups, and unlimited access to our online learning platforms (LinkedIn Learning, Athena, O’Reilly) and mentoring through our MentorLab programPlease note: If the applicant is permanently present outside of Poland, Veeam reserves the right to refuse to consider the application for a job. Remote job is only possible in case the employee is located in Poland.#RemoteVeeam Software is an equal opportunity employer and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. All your information will be kept confidential.Please note that any personal data collected from you during the recruitment process will be processed in accordance with our Recruiting Privacy Notice.The Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed by us in connection with our recruitment processes.By applying for this position, you consent to the processing of your personal data in accordance with our Recruiting Privacy Notice.By submitting your application, you acknowledge that the information provided in your job application and any supporting documents is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification of information may result in disqualification from consideration for employment or, if discovered after employment begins, termination of employment.