Engineering Manager, Support & Stability

Loopreturns; Columbus (OH); Hybrid; USD 150,000 - 190,000; Full time

Job summary

Loop is seeking an Engineering Manager to lead our new Support & Stability team responsible for the highest-risk domains in our application. You will drive AI-enabled automation to reduce recurring issues, and ensure robust, maintainable systems for the business.

You will guide a distributed team across the US and beyond, balancing hands-on technical credibility with people management. This role partners with product and engineering leadership to elevate system health.

Qualifications

• 3+ years of engineering management leadership experience in platform reliability or critical-domain code.
• Experience building proactive stability or support programs, not just incident response.
• Ability to distinguish systemic issues from one-off incidents and drive permanent fixes.
• Experience using AI agents as a core part of engineering workflow and team output.

Responsibilities

• Own stewardship of the highest-risk, highest-impact domain areas; keep them clean, tested, and maintainable.
• Build measurement systems to track deployment frequency, commit activity, ticket volume, and recurrence patterns.
• Prioritize permanent fixes over quick ticket closure and reduce recurring issues.
• Lead the team’s first-line triage of engineering support tickets and route with context.
• Drive AI adoption as the default approach for domain maintenance and triage.
• Set expectations and provide support for AI skills development; hold the team accountable.
• Develop automation to turn recurring problems into AI-detected or AI-fixed issues.
• Negotiate ownership boundaries with other teams to keep scope defensible.
• Represent team health and support trends to product/engineering leadership.
• Manage people effectively with clear expectations and regular feedback.
• Remain technically credible by staying hands-on in critical areas when needed.

Skills

Engineering leadership

AI adoption

Root cause analysis

Communication

Ownership & accountability

System health

Tools

Kubernetes

AWS

PHP/Laravel

Jira

Job description

About the Engineering Organization

The Engineering Team at Loop is a balance of agility, consistency, and performance. These are the pillars that allow the team to constantly and consistently deliver value that matters to customers. That customer intimacy is what allows our engineering teams to be the best in our space, and bring the best ideas to the market.

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 Blended Work Environment

We work from our HQ in Columbus, OH, and are distributed throughout the United States, select Canadian provinces, United Kingdom, and Australia. For this position, we're open to Columbus, OH; Boston, MA; Chicago, IL; Austin, TX; Los Angeles, CA; or fully remote.

Our Tech Stack and Tools

PHP/Laravel, Vue.js, MySQL, DynamoDB, Kubernetes, AWS, Jira, Claude, Cursor, Datadog, Snowflake. Our hiring process is tech-stack agnostic.

• 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.

• 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.

#LI-JG1

Loop Story

Commerce should feel effortless. Every product adored, every order perfect, every customer loyal for life. But reality is messier: operations get tangled, margins grow thin, and trust is fragile. That's where Loop steps in. We create confidence where commerce fails.

We started by fixing returns and exchanges. Today, we're building a connected commerce operations suite - powering everything from order tracking to fraud prevention, with hundreds of innovations in between. Grounded in data and insight, our platform helps merchants make smarter decisions with every transaction. Over 5,000 of the world’s most loved brands trust Loop to turn cost centers into growth engines. Our mission is simple: protect margins, delight customers, and help merchants build businesses that last.

Life at Loop is rooted in our core values. We balance high empathy with high standards, knowing that work is better when we can show up authentically and resilience is built by facing challenges head-on. We expect you'll grow quickly, learning skills that last far beyond your time here. Loop is a formative chapter in your career - a chance to shape the future of commerce and to leave better than when you arrived.

Learn more about us here: https://loopreturns.com/careers.

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