Job Description

Sanas is revolutionizing the way we communicate with the world s first real-time algorithm, designed to modulate accents, eliminate background noises, and magnify speech clarity. Pioneered by seasoned startup founders with a proven track record of creating and steering multiple unicorn companies, our groundbreaking GDP-shifting technology sts a gold standard. Sanas is a 200-strong team, established in 2020. In this short span, we ve successfully secured over $100 million in funding. Our innovation have been supported by the industry s leading investors, including Insight Partners, Google Ventures, Quadrille Capital, General Catalyst, Quiet Capital, and other influential investors. Our reputation is further solidified by collaborations with numerous Fortune 100 companies. With Sanas, you re not just adopting a product; you re investing in the future of communication Seeking a highly motivated Engineering Manager to lead our Rapid Response Engineering (RRE) Team, a critical role bridging Product Engineering and Customer Support. This team is the frontline technical escalation point, providing swift solutions to complex customer issues through deep technical investigation. The RRE team also represents the customer within engineering and promotes best practices to support teams. This opportunity suits a dynamic leader with a strong technical background and a passion for building customer-focused, high-performing teams Key Responsibilities: Leads and mentors Rapid Response Engineers, cultivating technical excellence and collaboration. Conduct 1:1s, performance reviews, and career development discussions. Champions team well-being and engagement. Manages escalated customer support tickets within SLAs, serving as the escalation point for complex technical issues and providing team support. Protects Product Engineering by triaging and resolving customer support requests within the RRE team. The RRE Manager ensures the team has in-depth product knowledge (architecture, code, debugging) and participates in live debugging with customers/support as needed, using advanced skills. They guide the team to find root causes and implement lasting solutions. Acts as a customer advocate in Product Engineering, translating feedback into product improvements. Serves as a Product Engineering advocate for customer support, providing education on product capabilities and constraints. Builds strong collaborative relationships with customer support leadership, product managers, and engineering teams. Develops incident management processes, including escalation and knowledge sharing. Implement automation for support workflows. Contributes to hot fixes and customer-urgent feature development. Analyzes issue trends to provide feedback for proactive problem prevention. Excellent written and verbal communication is essential for customer, stakeholder, and team interactions. Maintains composure and provides decisive leadership under pressure. Effectively convey business priorities and technical challenges to the team. Must have qualifications: Bachelors or Masters degree in Computer Science or a related field. 12+ years of progressive experience in software development, with a significant portion spent in a technical leadership or management role. Demonstrated experience in a customer-facing technical role (e.g., Tier 3 support, SRE, technical consulting) with a strong emphasis on debugging and incident resolution. Proven ability to lead, mentor, and build high-performing engineering teams. Strong understanding of software development principles, design patterns, and best practices. Deep technical understanding of at least one core area, such as C++, Java or Javascript framework based development or complex system debugging. Excellent problem-solving, analytical, and critical thinking skills. Exceptional communication, interpersonal, and stakeholder management skills. Ability to thrive in a fast-paced, high-pressure environment with a focus on meeting SLAs. Preferred qualifications: Experience with desktop application development (especially cross-platform) and SDKs. Familiarity with RESTful APIs, database systems (PostgreSQL, Clickhouse), and backend integrations Experience in an agile development environment. Exposure to ITIL or other service management frameworks. Prior experience in a product company with a strong customer focus.