TrueML
Manager, Platform Enablement
Remote in USA
Sponsorship not specified$115k-$140kDetected 48 days ago
GitSQLCI/CDDatadogDevOpsMachine LearningAgileConfluenceStakeholder ManagementCustomer SupportPostmanLeadershipCommunication
About the role
- TrueML's approach uses machine learning to engage each customer digitally and adjust strategies in real time in response to their interactions.
- Act as the final operational authority for high-impact escalations, collaborating with Engineering leaders to streamline the bug-fix and development cycles.
Responsibilities
- Cross-Functional Liaison: 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.
- Knowledge Management Architecture: 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.
- Queue & Process Integrity: Maintain ultimate accountability for triage queue efficiency, establishing SLA/SLO baselines and implementing workflows that prevent "stale" issues from lingering.
- Data-Driven Advocacy: 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.
- Knowledge Management Architecture: 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.
- Present data-backed business cases to Product and Engineering leadership to drive long-term infrastructure and product enhancements.
- 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).
- Maintain ultimate accountability for triage queue efficiency, establishing SLA/SLO baselines and implementing workflows that prevent "stale" issues from lingering.
Requirements
- Technical Literacy: Strong proficiency in log analysis tools (e.g., Datadog, Observe) and database debugging via advanced SQL queries.
- API & System Testing: Hands-on experience manually testing endpoints using Postman/cURL, validating JSON payloads, and isolating front-end versus back-end failures using Browser DevTools.
- Code Comprehension: Ability to confidently navigate source code repositories to inspect application logic, guiding engineers on how to correlate client-side errors with backend logging patterns.
- Stakeholder Communication: 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.
- AI Tooling Proficiency: Direct experience leveraging GenAI tools (e.g., GitHub Copilot, Gemini, Claude) to accelerate data aggregation, code discovery, or documentation workflows.
- Strong proficiency in log analysis tools (e.g., Datadog, Observe) and database debugging via advanced SQL queries.
- 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.
- 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.
Nice to have
- Agile/DevOps Practices: Familiarity with CI/CD deployment pipelines, infrastructure-as-code principles, and agile framework metrics.
- Bilingual Team Alignment: Professional proficiency in Spanish, with the ability to bridge communication gaps and foster strong working relationships across distributed US and LATAM engineers.
- PerkSpot discount program for 900+ merchants nationwide
- This position primarily involves computer-based work, requiring extended periods at a computer, participation in virtual meetings, and use of standard office technology.
- 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.
- Personally Identifying Information
- We collect personal information for employment purposes.
Skills
- Consumers today want personal, digital-first experiences that align with their lifestyles, especially when it comes to managing finances.
Compensation
- $115k-$140k
Benefits
- What We Offer (Perks & 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
- Team Leadership: Mentor, and manage a team of individual contributors (Platform Enablement Engineers), establishing clear career development pathways, performance metrics, and a culture of continuous learning.
This listing is sourced directly from TrueML's careers page and normalized into a canonical job model.