Production Engineering Manager

We’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.

Your tasks will include:

• Build and manage a global Production Engineering team spanning multiple regions
• Design and operate a follow-the-sun model to guarantee 24×7 ownership of Tier 3 escalations
• Collaborate with key stakeholders to define escalation workflows, runbooks, and handoff practices between Technical Support, Prod Eng, SRE, and Product Engineering teams
• Ensure escalated issues are triaged, mitigated, and resolved quickly
• Drive down case handle times by improving ticket ownership, providing clear measurements, and returning actionable guidance to Support teams
• Lead trend analysis of escalations and tickets; identifying common themes, recurring issues, and fixes including feature requests, bug reports, and incidents
• Partner with stakeholders to drive systemic improvements leveraging insights from ticket analysis
• Reduce 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 support
• Oversee tool integration (e.g., ServiceNow ↔ Jira) to streamline escalation workflows and maintain accountability
• Coach Production Engineers in troubleshooting, incident management, and automation
• Champion automation of repetitive tasks to reduce manual toil and increase team efficiency

What we expect from you:

• 7+ years in Production Engineering, Technical Support, or similar in B2B SaaS environments
• 3+ years in a leadership role, including hiring, coaching, and performance management
• Demonstrable use of data-driven approaches to improving the customer support experience
• Strong understanding of incident management, root cause analysis, and troubleshooting
• Excellent cross-functional communication and ability to align diverse stakeholders
• Proven experience managing globally distributed or shift-based teams

What will be an advantage:

• Hands on experience with ServiceNow, Jira, Azure DevOps, and/or observability/monitoring tools
• Experience leveraging AI to reduce handle times and overall number of escalations
• Prior work with SRE, DevOps, or Technical Operations teams
• Background in automation, scripting, or tooling to reduce manual effort
• Familiarity with cloud platforms (Azure, AWS, or GCP)

We offer:

• Unlimited PTO
• 3 global VeeaMe Days per year: company-wide closures for employees to take a break, disconnect, and focus on self-care 
• Paid Holidays
• Veeam Care Days: 24 hours paid time for volunteering 
• Medical, dental, and vision coverage starting on day one (multiple plan options) 
• Flexible Spending Accounts (FSA) and Health Savings Account (HSA) options 
• Employer HSA contributions (for HDHP participants) 
• Life and AD&D insurance (employee, spouse/partner, and child options) 
• Company-paid short-term and long-term disability insurance 
• Supplemental individual disability insurance (IDI) 
• Family planning support: fertility, adoption, surrogacy, and parental resources 
• Paid parental leave
• Employee Assistance Program  
• Additional voluntary benefits: accident, critical illness, hospital indemnity, legal, identity theft protection, commuter benefits, pet care 
• Mental health support  
• 401(k) plan
• Professional training and education, on-demand learning libraries (LinkedIn Learning, O’Reilly), mentoring, workshops, and Global Day of Learning 

Please Note: If the applicant is permanently located outside of the United States Veeam reserves the right to decline the application for the position. Remote work is only possible for employees located in the United States.
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