Production Engineering Manager

Veeam; Poland; Remote; PLN 180,000 - 240,000; Full time

Job summary

A leading data resilience firm in Poland seeks an experienced Manager to lead their new Production Engineering function. This role focuses on improving customer support experience and product resilience by managing a globally distributed team in a B2B SaaS environment. Candidates should have significant experience in Production Engineering and Technical Support, with strong leadership skills. The position offers comprehensive benefits including medical plans, educational support, and company days off.

Benefits

Private Medical Plan for you and your family

Life and Disability Insurance

PPK Pension

Annual Leave Entitlement – 26 days

Company Days off

Employee Assistance Program

Business Travel Insurance

Additional 24 hours for volunteering activities

Professional training and education

Qualifications

• 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.
• Strong understanding of incident management, root cause analysis, and troubleshooting.

Responsibilities

• Lead a 24×7 team to reduce customer-impacting issue resolution time.
• Drive down handle times and identify incidents for analysis.
• Improve customer satisfaction by enhancing product resilience.

Skills

Production Engineering

Technical Support

Incident management

Cross-functional communication

Tools

ServiceNow

Jira

Azure DevOps

Job description

Veeam, the #1 global market leader in data resilience, believes businesses should control all their data whenever and wherever they need it. Veeam provides data resilience through data backup, data recovery, data portability, data security, and data intelligence. Based in Seattle, Veeam protects over 550,000 customers worldwide who trust Veeam to keep their businesses running. Join us as we move forward together, growing, learning, and making a real impact for some of the world’s biggest brands. The future of data resilience is here - go fearlessly forward with us.

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.

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:

• Private Medical Plan for you and your family
• Life and Disability Insurance
• PPK Pension
• Annual Leave Entitlement – 26 days
• VeeaMe Days – Company Days off
• Employee Assistance Program
• Business Travel Insurance
• Veeam Care Days – additional 24 hours for your volunteering activities
• Professional training and education, including courses and workshops, internal meetups, and unlimited access to our online learning platforms (LinkedIn Learning, Athena, O’Reilly) and mentoring through our MentorLab program

Please note: If the applicant is permanently present outside of Poland, Veeam reserves the right to refuse to consider the application for a job. Remote job is only possible in case the employee is located in Poland.

Veeam Software is an equal opportunity employer and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. All your information will be kept confidential.

Please note that any personal data collected from you during the recruitment process will be processed in accordance with our Recruiting Privacy Notice. The Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed by us in connection with our recruitment processes. By applying for this position, you consent to the processing of your personal data in accordance with our Recruiting Privacy Notice.

By submitting your application, you acknowledge that the information provided in your job application and any supporting documents is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification of information may result in disqualification from consideration for employment or, if discovered after employment begins, termination of employment.