Manager, Tier 3 Support Engineering

Bloomerang combines the best tools, resources, and people to provide a world-class experience for tens of thousands of nonprofits, allowing them to raise more money and do more good in the world. Our powerful software and stellar customer service have made us one of the highest rated fundraising/donor CRMs on the market.

In addition to creating thriving nonprofits, we’re also in the business of creating thriving employees. At Bloomerang, you’ll be a part of a mission-driven culture built on the core values of Simplify, Care, and Act. We know the key to our success is our people, and we’re proud to be home to some of the most innovative and skilled employees in the workforce today.

The Role

We are seeking an experienced Engineering Manager to join our team. The Tier 3 Support Engineering Manager is a leadership role that plays an important part in ensuring the success of Engineering operations teams. As the Tier 3 Support Engineering Manager, you will directly manage a team of engineers who work as liaisons between Engineering and Customer Support teams. You will also collaborate closely with other team members, Product Managers, QA, and DevOps.

This is an exciting opportunity to help evolve our Tier 3 function toward a more SRE-oriented approach, bringing engineering rigor, automation, and proactive reliability practices to improve the customer experience.

What You Will Do

• Lead a team of 5+ engineers who serve as the connecting tissue between Engineering and Customer Support, ensuring seamless incident resolution and customer issue escalation while driving the team's evolution toward an SRE mindset with stronger engineering perspective and vision.
• Partner directly with Customer Support teams to resolve complex customer issues using a customer-centric approach, escalating to Product Managers and other development leaders when needed
• Manage comprehensive incident management processes from detection through resolution, establishing and enforcing practices that minimize customer impact and improve system reliability
• Conduct performance reviews and provide targeted feedback to build trust while strategically positioning team members in roles where they can achieve
• Collaborate cross-functionally with Product Managers, Engineering Managers, QA, and DevOps teams to identify process improvements and implement systems that increase team efficiency and customer satisfaction
• Recruit, develop, and retain engineering talent while driving accountability and measurable results that contribute to organizational objectives

What You Need To Succeed

• Operational Excellence Mindset: You thrive in high-pressure situations and have a track record of transforming chaotic incident responses into streamlined, predictable processes that customers and internal teams can rely on
• Bridge-Builder Leadership: You naturally excel at translating technical complexities for support teams while advocating for customer needs with engineering teams, creating alignment where others see conflict
• Systems Thinking: You see beyond individual incidents to identify patterns, root causes, and systemic improvements that prevent future issues rather than just fixing current ones
• Talent Multiplier: You have a proven ability to develop engineers who become go-to experts, building team capabilities that scale beyond your direct involvement
• Customer Empathy with Technical Depth: You combine deep technical troubleshooting skills with genuine care for customer impact, making decisions that balance technical feasibility with customer experience
• SRE Transformation Leader: You have experience building or leading SRE-like functions and can drive our vision to evolve this team toward proactive reliability engineering, implementing automation, monitoring, and engineering practices that prevent issues at scale

Benefits

Health + Wellness
You’ll have access to generous health, vision, and dental insurance options as well as HealthiestYou, a healthcare service that offers convenient, confidential access to quality doctors 24/7, anytime, anywhere.

Time Off

You’ll get a competitive PTO package that includes 20 PTO days, 3 flex days, 4 optional volunteer Days, 12 paid holidays, as well as paid parental leave.

401k

You’ll receive a 401k match to help invest in your future.

Equipment
Everything you need to be successful, shipped right to your door.

Compensation

The salary range for this position is: $94,500 - $130,000. You may also be eligible for a discretionary bonus. Actual compensation within the range will be dependent on your skills, experience, qualifications, and location, as well as applicable employment laws.

Location

This is a permanent, full-time, fully remote position. Employees living in Indianapolis, IN are welcome to work from our company headquarters. We do not offer Visa sponsorship or relocation assistance at this time.

Accommodations

Applicants who require accommodations may contact [email protected] to request an accommodation in completing an application.

Bloomerang is an Equal Opportunity Employer. Individuals seeking employment at Bloomerang are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

Employment with Bloomerang is contingent upon signing a Proprietary Information and Inventions Agreement, satisfactory completion of our pre-employment background check, and satisfactory proof of legal authorization to work in the United States. In accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, qualified applicants with arrest or conviction records will be considered for Employment. Any criminal offenses or crimes that are related to material duties of the role will not be considered