Engineering Manager, Support & Stability

Loop; Boston (MA); On-site; USD 150,000 - 190,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Flexible PTO

401(k)

Job summary

Loop is seeking an Engineering Manager to lead the new Support & Stability team in Boston. You will own high‑risk domains, implement AI-driven automation, and drive proactive reliability initiatives across the stack.

You will establish measurement systems, prioritize permanent fixes, and mentor a team that balances hands-on work with strategic ownership. Strong PHP/Laravel experience is a plus.

Qualifications

• 3+ years of engineering management leadership experience.
• Built or run a proactive stability or support program.

Responsibilities

• Own stewardship of high-risk domain areas to keep them clean, tested, and maintainable.
• Build measurement systems to track deployment frequency, commit days, and support ticket volume.
• Prioritize root cause fixes over patching symptoms.
• Lead triage of engineering support tickets and route issues with context.
• Promote AI agents as a default tool for maintenance and triage; review AI-generated work.
• Drive AI adoption and provide support to build team capability.

Skills

Engineering management

Platform reliability

System health

AI adoption

PHP/Laravel

Tools

PHP/Laravel

Kubernetes

AWS

Jira

Claude

Job description

About the Role

Loop is looking for an Engineering Manager to lead our newly formed Support & Stability team. This team is the steward of the most critical, highest‑risk domains in our application, and the first line of defense for engineering support. You'll lead a team that measures everything, gets ahead of problems before they spread, and uses AI and automation as the default way to turn recurring support patterns into permanent fixes, not tickets closed one at a time.

Our Tech Stack and Tools

PHP/Laravel, Vue.js, MySQL, DynamoDB, Kubernetes, AWS, Jira, Claude, Cursor, Datadog, Snowflake.

What You’ll Do

• Own stewardship of the application's highest‑risk, highest‑impact domain areas. Keep them clean, tested, and maintainable so other teams can build on top of them with confidence.
• Build the measurement systems that tell you where risks live. Deployment frequency, days with commits, support ticket volume, and recurring failure patterns are your leading indicators. If you can't measure it, you can't protect it.
• Prioritize root cause over volume. When a class of problem keeps showing up, your job is to make it go away permanently, not to keep closing tickets against it.
• Lead your team's first‑line triage of engineering support tickets. Own and resolve what you can, and route what you can't with the context already assembled so the receiving team isn't starting from zero.
• Push your team to make AI agents the default starting point for domain maintenance and support triage, not an afterthought. Review AI‑generated work with the same rigor you'd apply to any code.
• Lead your team's AI adoption directly. Set the expectation clearly, give people support and time to build the skill, then hold them accountable.
• Build and champion the skills, prompts, and automation that turn a recurring problem into something AI catches or fixes before a human has to.
• Negotiate the boundaries of what your team owns versus what stays with the team that built it. Keep the scope tight and defensible.
• Represent your team's perspective on system health and support trends back to product and engineering leadership, and make the case for stability work with the same rigor others bring to feature work.
• Run the fundamentals of people management well. Clear expectations, regular high‑quality 1:1s, direct feedback, and investment in your team's growth.
• Maintain enough hands‑on technical involvement to stay credible on the work your team does and to unblock them when it matters.

Your Experience

• 3+ years of engineering management leadership experience, ideally including ownership of platform reliability, system health, or critical‑domain code.
• You've built or run a proactive stability or support program, not just responded to incidents and tickets as they came in.
• You have experience distinguishing a one‑off issue from a systemic one, and you've made the call to invest in a permanent fix instead of patching the symptom.
• You use AI agents as a default part of how you and your team work, and you can describe specifically how that changed your team's output, not just that you tried it.
• You're comfortable saying no. You can negotiate scope and ownership boundaries with other teams without damaging the relationship.
• You have enough technical depth to review complex work in high‑risk domains and to stay hands‑on when the team needs you to be.
• You've managed underperformance and recognized strong performers with clarity and consistency, and you know how to hold people accountable while building psychological safety.
• You operate with intensity and hold a high bar for your own work and for the people around you. You give direct feedback, ask for help early, and respond to setbacks with ownership rather than withdrawal.
• Strong experience with PHP/Laravel environments is a plus, but not required.

Compensation

$150,000 - $190,000 a year

• The posted salary range is the base salary for this opportunity. The salary range is subject to change, and may be adjusted in the future.
• The actual annual salary paid for this position will be based on several factors, including, but not limited to: your prior experience and skills related to the position, geographic location, company needs, current market demands, and your total compensation goals.
• This position is also eligible for an annual performance bonus expected to be 10% of your base salary.
• Benefits include medical, dental, and vision insurance, flexible PTO, company holidays, sick & safe leave, parental leave, 401(k), monthly wellness benefit, home workstation benefit, phone/internet benefit, and equity.