Manager Software Engineering

Company Description Velotic is a leading independent industrial software company providing datadriven solutions that improve manufacturing efficiency productivity and operational insight Serving customers across manufacturing oil gas utilities and infrastructure the company generates more than 300 million in revenue Velotics portfolio anchored by Proficy Kepware and ThingWorx supports the growing data and performance requirements of industrial operators globally with an emphasis on AIenabled manufacturing and industrial software Job Description ROLE SUMMARY We are seeking a highly experienced strategic and handson Manager with at least 10 years of deep expertise in engineering customer support escalation management and customer relations In this role you will be the leader of the Engineering teams for one of the SCADA HMI products which is a key revenue driver within Velotic You will lead and scale a highperforming engineering team with focus on customer triage system trouble shooting customer support establish robust defect triage escalation frameworks and build strong hightrust relationships with customers and key stake holders You will bridge the gap between our customers support engineers product managers and software developers to ensure rapid issue resolution and high product reliability 1 Team Leadership Operations Management Lead mentor and scale a multitiered engineering support team to deliver exceptional service level agreements SLAs Establish operational KPIs and metrics e g First Response Time Mean Time to Resolution Backlog Health Escalation Rate and drive continuous process improvements Manage shift rotations resource planning across different geographies and time zones Build a culture of accountability continuous learning and customerfirst empathy within the team 2 Defect Flow Triage Engineering Collaboration Own and optimize the endtoend defect triage lifecycle from customer reporting to delivering engineering fixes Conduct regular triage syncs with Customer Support leadership to prioritize critical bug fixes hotfixes and patch releases Standardize issue rootcause analysis RCA and ensure technical ticket descriptions logs and reproduction steps are documented Track product reliability patterns and advocate for product quality enhancements based on recurring customer issues 3 Customer Relationship Escalation Management Serve as the primary executive sponsor and single point of contact for highpriority VIP customer escalations Build and maintain strong empathetic relationships with key stakeholders enterprise clients and account managers Host regular operational reviews QBRs EBRs with key accounts to review support performance open issues and system stability Communicate technical updates clearly and transparently to nontechnical client stakeholders during critical incidents or service outages 4 Process Automation Tooling Evaluate optimize and manage support tooling ADO Jira Salesforce Service Cloud ServiceNow Implement AIdriven workflow automations selfservice portals and knowledge base frameworks to improve deflect rates and agent productivity Qualifications Required Qualifications Skills Experience 10 years in technical product development software customer support or client services with at least 5 years in a direct managerial leadership role Experience in SCADA HMI and C is a plus Knowledge of industrial communication standards Modbus DNP3 OPC UA Kepware and operational technology OT cybersecurity Technical Acumen Deep understanding of enterprise software product lifecycles API integrations log analysis dump analysis and SDLC workflows Defect Bug Management Advanced proficiency in ADO Jira Confluence or equivalent for defect tracking sprint planning and triage workflows Stakeholder Management Exceptional interpersonal and communication skills with a proven track record of deescalating enterprise client situations Analytical Skills Strong datadriven approach to tracking performance metrics identifying systemic product bugs and presenting executivelevel reports Process Orientation Expertise in ITIL frameworks incident management standards and root cause analysis methodologies Education Experience Bachelors degree in computer science or in STEM Majors Science Technology Engineering and Math 10 years of relevant experience WORK ENVIRONMENT Hybrid No Travel needed