Manager, Product Engineering & Maintenance

Join Us at PlanSource: Your Exciting Career Awaits!

At PlanSource, a leading cloud-based provider of benefits administration technology and services, we are on a mission to simplify how people choose, use, and manage benefits through cutting-edge, AI-powered experiences. This is an incredible time to launch your career with us!

NOTE: We will consider a remote employee for approved cities PlanSource can accommodate.

About the Role

The Manager, Product Engineering & Maintenance is responsible for executing and enforcing the Tier 3 Engineering Support operating model. This role ensures Tier 3 work progresses predictably, escalates intentionally, and drives enterprise-level risk reduction through prevention, AI-assisted investigation, automation, and targeted application maintenance.

As Tier 3 escalations decline, this role intentionally redeploys engineering capacity toward maintenance and remediation work that improves long-term system stability, security posture, and operational scalability. Tier 3 is managed separately from Tier 2, enabling focus on engineering-level problem solving, cross-portfolio system health, and sustained quality improvement.

Key Responsibilities

Tier 3 Support Strategy & Execution

• Own and enforce the Tier 3 support model, including operating standards, escalation discipline, and SLA/SLO expectations.
• Ensure Tier 3 issues progress predictably, do not silently age, and provide clear visibility into systemic risk.
• Drive consistent Tier 3 execution across product portfolios.

Escalation Governance & Cross Functional Alignment

• Own Tier 3 escalation readiness and cross functional accountability.
• Enforce clear reproduction standards, accurate issue classification, and defined ownership aligned to engineering priorities.
• Apply judgment to block premature or low quality escalations that create downstream churn.

Product Partnership & Requirements Discipline

• Partner with Product to surface missed, unclear, or incomplete requirements discovered through Tier 3 investigations.
• Ensure requirement gaps are documented, visible to Product leadership, and tracked outside defect queues.
• Prevent misclassification of requirement gaps as defects.

Technical Quality, AI & Preventative Engineering

• Establish and enforce investigation, documentation, and troubleshooting standards for Tier 3.
• Leverage AI assisted tools and automation to improve investigation efficiency, trend identification, and prevention.
• Drive reduction of repeat failures, long tail technical risk, and production incidents across the organization.

Application Maintenance & Risk Based Remediation

• Execute approved application maintenance work when Tier 3 demand allows, including minor defects and security vulnerability updates.
• Focus on work that improves system stability and reduces future support demand.
• Exclude net new feature development or large, cross functional remediation efforts.

Team Leadership & Capacity Management

• Lead and develop the Tier 3 Engineering Support team with clear expectations, coaching, and performance accountability.
• Manage capacity across investigation, escalation, prevention, maintenance, and automation work.
• Protect Tier 3 capacity through policy enforcement and proper work routing.

• Comfort adopting and standardizing AI assisted tools or workflows to improve investigation quality and efficiency.
• Clear, effective communicator with strong written documentation discipline and confidence engaging senior leaders.
• Experience managing and coaching engineers or engineering support professionals in production-facing roles.
• Strong track record of setting expectations, enforcing standards, and holding teams accountable.
• Ability to manage workload, prioritize conflicting demands, and protect team capacity from unplanned or inappropriate work.
• Solid technical foundation in modern software systems, APIs, and production diagnostics.
• Ability to standardize processes, evaluate tool effectiveness, and measure outcomes.
• Prevention first mindset, focused on reducing future issues rather than maximizing throughput.

Minimum Experience Expectations

• 7+ years of experience in software engineering, engineering support, or related technical roles.
• 2+ years of people management or technical leadership experience.
• Experience supporting production systems in a SaaS or high availability environment.
• Strong hands-on expertise in Jira, Confluence, SalesForce or equivalent case tracking software.
• knowledge of SQL databases, including the ability to write and understand basic SQL queries.
• Experience using an IDE (VS Code or similar) to review code, trace logic or support debugging activities.

• Great benefits package, including a full suite of health benefits, a generous 401(k) Plan, unlimited PTO, paid parental leave, a strong rewards and recognition program, and a focus on mental health and well-being.
• An inclusive environment with Employee Resource Groups to join, volunteering days and the ability to donate to organizations of your choice through our recognition platform.
• The opportunity to work for a growing, established technology company, but work side-by-side with a small, dynamic team of talented professionals.
• Fast-paced environment with big goals and the opportunity to make a big impact.

Top five reasons to come to PlanSource:

#5: Join the Vista Family. In March 2019, Vista Equity Partners acquired PlanSource, marking a new phase of growth. Vista’s portfolio of technology and software companies collectively make up the 4th largest software ecosystem in the world.

#4: PlanSource is highly rated with our customers. Be proud of our sophisticated cloud-based technology that meets the needs of even the most complex benefit programs.

#3: Success is rewarded. With more than just a pat on the back, your success is recognized and rewarded. We take care of our employees in every way we can, with comprehensive benefits, employee recognitions, and a commitment to wellbeing.

#2: You can grow and develop professionally. PlanSource has a great track record of internal promotions within the company and offering development plans and tracks to pursue your personal and professional goals.

#1: Share our values. Be part of a team that values diversity and representation in all levels of the organization. Be part of a team that gives back to local communities and is actively aware of their social and environmental impact.

PlanSource is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. Our employees are the most valuable asset we have. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation and company’s achievement as well.

We celebrate and support our employees’ diversity in age, color, disability, ethnicity, cultural beliefs, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status and other characteristics that make our employees unique.

If you’re selected, you’ll receive your offer and be asked to complete a background check. This will include a drug screen, criminal record search and verification of previous employment and/or education.

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Recruiting Scams: Unfortunately, scams targeting job seekers are common. To protect our candidates, we want to remind you that authorized representatives of PlanSource will only contact you from an email address ending in @plansource.com.  PlanSource will never ask for personally identifiable information such as Date of Birth (DOB), Social Security Number (SSN), banking/direct/tax details, etc. via email or any other non-secure system, nor will we instruct you to make any purchases related to your employment. If you believe you’ve encountered a recruiting scam, report it to the Federal Trade Commission and your state’s Attorney General.