The Role

TripleLift is seeking an Application Reliability Engineering Manager in our Pune, India Region to be a leader in our Technical Services & Solutions Engineering organization. This candidate will lead a team of engineers to engage with internal stakeholders to define, implement, and deliver technical solutions that meet the business objectives. This role combines leadership, strategic thinking, and technical expertise, ensuring the team provides high-quality pre-sales and post-sales support to our internal stakeholders. You will collaborate with revenue teams, product, and engineering teams to deliver best-in-class solutions while driving customer satisfaction and technical excellence.

This team of engineers will be responsible for being the internal Subject Matter Experts (SMEs) on the entire TripleLift Stack, driving client satisfaction through resolving complex technical problems, and empowering stakeholder teams. The team of engineers must be able to creatively troubleshoot technical problems, as well as effectively communicate technical concepts to non-technical internal teams.

Responsibilities

• Team Leadership & Development
• Lead, mentor, and develop a team of Solutions Engineers, fostering a culture of innovation, technical excellence, and customer-focused solutions.
• Provide ongoing coaching, career development, and performance feedback to team members.
• Ensure your team has the technical knowledge and resources to effectively engage with both internal revenue teams and technology teams.
• Incident Management & Resolution
• Oversee the resolution of complex technical issues reported by internal customers, ensuring issues are tracked, investigated, and resolved in a timely manner.
• Coordinate with engineering and product teams to provide solutions to escalated issues and ensure customer satisfaction.
• Establish and maintain a strong escalation process for critical issues to ensure appropriate and rapid responses.
• Cross-functional Collaboration
• Work closely with Product Management and Engineering to ensure customer feedback is incorporated into product development and roadmap planning.
• Collaborate with the internal customer teams to resolve escalated technical issues and ensure a seamless post-sales experience.
• Process Improvement
• Drive continuous improvement in internal processes, ensuring that solutions engineering best practices are followed across the team.
• Develop scalable templates, documentation, and tools for effective solution delivery and communication.
• Metrics and Reporting
• Track and report team performance, including project completion, internal customer satisfaction, and internal collaboration.
• Analyze solution outcomes to identify areas for improvement and implement necessary changes.
• Training & Knowledge Management
• Develop and implement training programs for solutions engineers, ensuring they have up-to-date knowledge on product features and troubleshooting techniques.
• Oversee the creation and maintenance of internal documentation, FAQs, and knowledge base articles to empower internal customers and reduce repetitive issues.
  
  

Desired Skills and Attributes

• Excellent leadership and team management skills, with the ability to motivate and develop individuals.
• Strong communication skills, both written and verbal, with the ability to present complex technical concepts to non-technical stakeholders.
• Robust problem-solving and analytical skills, capable of quickly diagnosing and resolving technical issues.
• Exceptional organizational skills capable of managing multiple tasks and projects, ensuring timely completion and adherence to deadlines while maintaining high attention to detail.
• Solid understanding of customer needs and the ability to translate business requirements into technical solutions.
• Familiarity with one or more of the following programming languages:
• Python, PHP, Javascript, SQL, HTML/CSS
• Proficiency in using support tools and monitoring platforms such as:
• JIRA, Grafana, New Relic
• Ability to thrive in a fast-paced, high-pressure environment.
• Experience with Advertising Technology is a plus.

Education Requirement

• Bachelor’s degree in Computer Science, Engineering, Information Technology, or a STEM-related field (Master’s degree preferred).
  
  

Experience Requirement

5+ years of experience in a technical support or customer-facing engineering role, with at least 2+ years in a leadership or management position.

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