Technical Software Engineering Manager leading engineers in API design for the award - winning CommBank App. Empowering and guiding the team while contributing to hands - on coding.
About the role
- Engineering Manager leading Support Engineers to enhance observability and operational practices in AI production environments. Overseeing runtime debugging and incident resolution while fostering a customer-first mindset.
Responsibilities
- Lead, mentor, and scale a team of Support Engineers specializing in AI and ML production environments, fostering technical depth, accountability, and a customer-first mindset.
- Serve as a player-coach, directly contributing to complex troubleshooting, inference optimization, and incident resolution for high-value enterprise customers.
- Diagnose and resolve runtime issues impacting model performance, such as latency spikes, memory pressure, GPU scheduling, and concurrency management.
- Debug Kubernetes infrastructure (pods, controllers, networking) and observability stacks using tools like Grafana, Loki, and Prometheus.
- Own critical incidents end-to-end — coordinating across Engineering, Product, and Sales to ensure timely resolution, transparent communication, and SLA compliance.
- Drive continuous improvement by enhancing diagnostic runbooks, refining alerting strategies, and developing internal automation for faster root-cause analysis.
- Collaborate with product and platform teams to surface insights from production issues — shaping roadmap priorities around reliability, inference efficiency, and operational scalability.
- Lead initiatives that enhance observability, monitoring, and alerting for AI workloads across distributed compute environments.
- Balance tactical execution with strategic vision, ensuring your team not only resolves today’s issues but also builds systems that prevent tomorrow’s.
Requirements
- Proven experience leading or mentoring technical teams in Support Engineering, Infrastructure, or Site Reliability within production AI/ML or distributed systems environments.
- Deep Kubernetes troubleshooting expertise, including advanced resource debugging, runtime performance analysis, and observability-driven diagnostics.
- Hands-on experience managing distributed systems or AI products at scale — optimizing GPU/CPU utilization, batch sizing, concurrency, and memory efficiency.
- Expertise with observability and monitoring tools (Grafana, Prometheus, Loki) and alerting best practices.
- Skilled in incident management and customer escalation handling, with a proven ability to drive clarity and confidence in high-stakes situations.
- Demonstrated project management and organizational skills, capable of orchestrating multi-stakeholder efforts from incident triage through resolution and RCA.
Benefits
- Competitive compensation, including meaningful equity.
- 100% coverage of medical, dental, and vision insurance for employee and dependents
- Generous PTO policy including company wide Winter Break (our offices are closed from Christmas Eve to New Year's Day!)
- Paid parental leave
- Company-facilitated 401(k)
- Exposure to a variety of ML startups, offering unparalleled learning and networking opportunities.
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Tech skills
Location requirements
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