Production Engineering Manager

Production Engineering Manager

Veeam, the #1 global market leader in data resilience, believes businesses should control all their data whenever and wherever they need it. Veeam provides data resilience through data backup, data recovery, data portability, data security, and data intelligence. Based in Seattle, Veeam protects over 550,000 customers worldwide who trust Veeam to keep their businesses running. Join us as we move forward together, growing, learning, and making a real impact for some of the world's biggest brands. The future of data resilience is here - go fearlessly forward with us.

We're building a new global Production Engineering (Prod Eng) function to serve as the bridge between Technical Support and Engineering. As Manager, you will lead this team to reduce the time it takes to resolve customer-impacting issues, empowering Technical Support with better escalation pathways, and keep SRE focused on strategic reliability work.

Your team will operate a 247 follow-the-sun model, owning escalations from Technical Support, driving down handle times, identifying incidents, and leading analysis of tickets to spot recurring issues. By turning insights into systemic improvements, you'll make our products more resilient while improving customer satisfaction at scale.

Your tasks will include :

• Build and manage a global Production Engineering team spanning multiple regions
• Design and operate a follow-the-sun model to guarantee 247 ownership of Tier 3 escalations
• Collaborate with key stakeholders to define escalation workflows, runbooks, and handoff practices between Technical Support, Prod Eng, SRE, and Product Engineering teams
• Ensure escalated issues are triaged, mitigated, and resolved quickly
• Drive down case handle times by improving ticket ownership, providing clear measurements, and returning actionable guidance to Support teams
• Lead trend analysis of escalations and tickets; identifying common themes, recurring issues, and fixes including feature requests, bug reports, and incidents
• Partner with stakeholders to drive systemic improvements leveraging insights from ticket analysis
• Reduce handle times and improve overall customer experience in collaboration with Support by training agents, building runbooks, and pushing resolution closer to the first line of support
• Oversee tool integration (e.g., ServiceNow ? Jira) to streamline escalation workflows and maintain accountability
• Coach Production Engineers in troubleshooting, incident management, and automation
• Champion automation of repetitive tasks to reduce manual toil and increase team efficiency

What we expect from you :

What will be an advantage :

We offer :

Please note : If the applicant is permanently present outside of Poland, Veeam reserves the right to refuse to consider the application for a job. Remote job is only possible in case the employee is located in Poland.

Veeam Software is an equal opportunity employer and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. All your information will be kept confidential.

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