Manager, Platform Engineering (Operations)

Wavelo is a SaaS business on a mission to make telecoms a breeze.

We provide flexible software that modernizes how communication service providers (CSPs) do business, helping them drive more value, focus on customer experience, and scale their operations faster.

What's New at Tucows

As part of Tucows (NASDAQ:TCX, TSX:TC)—one of the world’s largest Internet services companies—Wavelo is backed by outstanding resources and talent. We embrace a people-first philosophy that is rooted in respect, trust, and flexibility. We believe that whatever works for our employees is what works best for us. It’s also why the majority of our roles are remote-first, meaning you can work from anywhere you can connect to the Internet!

The work we do genuinely changes lives. If this sounds exciting, we’d love to hear from you!

About the opportunity

As a Manager, Platform Engineering (Operations), you will lead a specialized engineering team providing direct engineer-to-engineer technical support, consolidating related issues into problem tickets, rapidly resolving immediate problems through scripting, and driving comprehensive bug fixes and small features either independently or in collaboration with peer engineering teams and driving operational improvements. You will work across all levels of engineering, ensuring seamless collaboration between support, development, and incident response teams. The ideal candidate thrives in a fast-paced environment, excels at problem-solving, and has a passion for operational and engineering excellence.

This role is pivotal in keeping the platform healthy, resolving escalations efficiently, and proactively identifying opportunities to enhance service quality. Your leadership will empower engineers to deliver high-impact solutions while fostering a culture of collaboration and continuous improvement.

This is a remote role open to applicants residing in Canada or US. 

Job Duties

• Lead a specialized engineering team providing direct technical support through engineer-to-engineer ticket resolution.
• Consolidate related issues into problem tickets; apply immediate resolutions through scripting and implement comprehensive bug fixes.
• Collaborate closely with peer engineering managers on bug resolution, issue prioritization, and intake processes.
• Lead internal engineering projects aimed at improving operational efficiency, architecture design, and tooling
• Actively engage stakeholders to identify operational improvements and implement effective engineering solutions.
• Provide technical leadership, mentoring team members and fostering an environment of continuous improvement and reliability.
• Oversee and improve engineering support workflows, ensuring efficiency and effectiveness in handling software escalations and platform reliability.
• Lead and mentor a software engineering team, providing guidance and career development opportunities across all levels of experience.
• Act as the first line of engineering support, collaborating closely with incident response teams and specialized engineering groups to resolve platform issues.
• Drive root cause analysis and resolution by identifying recurring issues, leading problem management efforts, and coordinating long-term fixes.
• Partner with engineering teams to implement bug fixes and improvements, ensuring platform stability and operational efficiency.
• Develop and enhance internal tools to improve operational workflows, incident response, and knowledge management, leveraging AI and automation where applicable.
• Monitor key operational metrics, identify trends, and implement process optimizations to enhance team performance and service delivery.

Knowledge, Skills and Abilities

• Strong understanding of software development, system operations, and engineering best practices.
• Hands-on background on delivering production-ready applications using modern software development practices
• Background using programming languages such as Go, Python, or Ruby in production-ready environments
• Ability to communicate complex technical concepts clearly and effectively to various stakeholders.
• Proficiency in problem analysis, troubleshooting methodologies, and incident management.
• Experience in developing and improving internal tools, leveraging automation to enhance operational workflows.
• Strong documentation skills, capable of producing clear operational procedures and knowledge base content.
• Experience working in a fast-paced environment with a strong ability to prioritize tasks based on urgency and impact.
• Commitment to continuous learning and staying up to da