Site Reliability Engineering Manager

Details

Over 7,500 companies—from scrappy startups to global brands—use Customer.io to send billions of emails, push notifications, in-app messages, and SMS every day. Customer.io powers automated communication that people actually want to receive. Under the hood: Go, React, Ember, and AI help the team ship fast and scale with confidence.

This role is a pragmatic, strategic Engineering Manager position leading the Site Reliability Engineering (SRE) team. The team focuses on platform reliability, developer experience, and building a scalable, resilient architecture for growth.

Responsibilities

• Lead effective squad rituals and ensure production readiness through high-quality peer review, QA, documentation, deployment, logging, and monitoring practices
• Partner with engineers to ensure solutions are scalable, architecturally sound, flexible, and secure
• Create accountability for delivery timelines while fostering an inclusive, collaborative, and empathetic work environment
• Provide timely, specific coaching and development opportunities for direct reports
• Hire, onboard, and grow the right people to accomplish business objectives within the squad
• Build deep understanding of Customer.io’s vision, products, and customers to drive meaningful engineering investigations and decisions
• Collaborate with other Engineering Managers and technical leaders to align on strategy and execution

Requirements

• 8+ years of engineering management experience, with at least part of that leading SRE or infrastructure teams in SaaS (B2B or B2C), ideally at early-to-mid-stage companies
• 3+ years of hands-on SRE experience designing and operating reliable, scalable infrastructure
• Deep understanding of SaaS architecture, languages, technologies, and cloud infrastructure to represent and advocate for technical choices
• Ability to balance pragmatism and vision—deliver near-term improvements while charting a long-term path forward
• Experience investing in technical depth: reviewing proposals, experimenting with new technologies, and leveling up engineers through feedback and mentorship
• Experience building and nurturing high-performing, distributed teams
• Strong problem-solving orientation for customer-impacting incidents and clear, direct verbal and written communication

Technologies & Practices Mentioned

• Go, React, Ember, AI
• Cloud infrastructure and SaaS architecture
• Monitoring, logging, deployment, QA, CI/CD, documentation
• System design and scaling

Compensation & Benefits

• Starting salary: $175,000 - $195,000 USD (or equivalent in local currency), depending on experience and subject to market rate adjustment
• 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family
• 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, professional development budget, and more

Interview Process

• Application review
• Recruiter call (30 mins)
• Behavioral & Leadership interviews (60 mins + 45 mins)
• Technical interview (60 mins) — collaborative system design conversation focused on scaling challenges
• Take-home assignment (short retrospective on a project led as an Engineering Manager)
• Retrospective review call (60 mins)
• Final candidates complete background check and employment verifications

Customer.io is committed to inclusion, equity, and bias-free hiring practices. Virtual interviews are conducted via Zoom. For questions, contact [email protected].