Engineering Support Manager

Remote - US Full Time Manager
$108K - $162K Yearly

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Ontra, the global leader in Contract Automation and Intelligence, combines AI-enabled software with a global network of highly-trained lawyers to offer a comprehensive solution for recurring legal workflows. By streamlining repetitive legal processes and transforming contracts into structured data, Ontra lowers costs, improves quality, and reduces turnaround times. Ontra is headquartered in San Francisco, with global operations across North America, Europe, and Asia. Learn more at www.ontra.ai.

Ontra is a remote-first company, with access to coworking spaces and offices in a few key cities for employees who may prefer in-person working options. We value connection, investing in opportunities for in-person and virtual gatherings with your Ontra colleagues. 
We currently are able to hire exclusively in the locations listed below. Select jobs may have more specific location requirements due to business needs.
United States
Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Massachusetts, Maryland, Minnesota, North Carolina, New Jersey, Nevada, New York, Oregon, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington 
APAC
Hong Kong, Singapore 
EMEA
United Kingdom
For this job we are currently only hiring candidates based in the United States.
About the team & opportunity
Ontra is seeking an Engineering Manager reporting to our Director of Quality on our R&D team.
As the Engineering Support Manager, you will unlock cross-department efficiencies and streamline engineering product support escalations. With a player-coach approach, you will manage a team to serve as the interface between customers and Engineering, while collaborating with stakeholders across Customer Success, Product Support, Product Management, and Engineering.
If you are excited at the idea of becoming a product expert and solving inefficiencies to accelerate the R&D team, we’d love to get to know you!
What you’ll do
  • Identify and resolve inefficiencies using admin tools or bespoke scripts
  • Mentor and develop more junior team members via code review, pairing, and other means of up-leveling and training
  • Leverage the production database, Rails console, and scripting to fill gaps in the customer-facing application
  • Accelerate the work of your team and other departments by deflecting high-volume case types and provide self-serve tools and automation
  • Participate in high-urgency production triages
  • Manage the bugs process and guide teams in exploring unfamiliar application areas
What you’ll bring
  • Experience: 5+ years experience in work focused on Customer Support, including leading production incident management to help team achieve swift and positive outcomes
  • Leadership: 3+ years as a technical leader on a team and have mentored or onboarded new engineers
  • Expertise: Expert level understanding of Ruby, and Advanced to Expert level understanding of Rails and/or the fundamental Rails support libraries like ActiveRecord, ActiveSupport, etc
  • Best Practices: Advanced Database knowledge and best practices for working with databases in a live production environment (Transactions, Rollbacks, Snapshots, etc..)
  • Functional working knowledge of Cloud technology providers like AWS or Google Cloud and their many product offerings (S3, SQS, RDS, Dynamo, EC2, Lambda, etc) 
  • Familiarity and basic working knowledge with Frontend technologies like JavaScript, TypeScript, React, Ember is a plus!
Pay transparency
Ontra takes individual candidate location, experience, and skills into consideration when determining compensation. The base pay range is listed below. Additionally, all positions are eligible for unit-based equity grants.
Some positions may be eligible for additional compensation, such as commission or other variable compensation structures, which is not included in the below base pay range.
If you are selected to participate in our interview process, your Talent Acquisition Partner will share more details about the total compensation package for the role.
Base pay range
$108,000—$162,000 USD
Benefits snapshot
  • Remote-first working policy, with options for coworking
  • Twice yearly team offsites for in-person collaboration
  • Paid flexible time off policy
  • Paid parental leave and parental benefits
  • Monthly phone and internet reimbursement  
  • Company-sponsored LinkedIn Learning accounts, department budgets for professional development, & robust onboarding program
  • Various options for medical, dental, and vision insurance 
About Ontra
Ontra is the global leader in Contract Automation and Intelligence for private asset management firms. The Ontra platform combines AI-enabled software with a worldwide network of highly trained lawyers to modernize recurring legal workflows. Ontra’s solutions improve all aspects of the contract lifecycle — from negotiating and processing routine contracts to tracking obligations in complex agreements. Ultimately, Ontra reduces the time, expense, and risk associated with contract management, freeing its customers to focus on other strategic priorities.
Inclusivity
Ontra is committed to the full inclusion of all qualified individuals. As part of this commitment, Ontra will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact talent@ontra.ai.
Personnel Privacy Notice: https://bit.ly/46lVT74
Note on Employment Verification: All employees hired will be required to verify identity and eligibility to work in their particular location.
Note to External Agencies: We are not accepting any blind submissions or resumes/CVs from recruitment agencies. Any candidates sent to Ontra will NOT be accepted or considered as a submission without a signed agreement in place.
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