Manager, Platform Enablement

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🔥 3 hours ago

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TrueML

WebsiteLinkedInAll Job Openings

51 - 200 employees

💳 Fintech

💸 Finance

👥 B2C

Fintech • Finance • B2C

TrueML is a leading company in the fintech sector, known for its innovative solutions that prioritize customer experience in the financial services industry. The company, along with its family of companies like TrueAccord, focuses on developing intelligent, digital-first communication platforms and products that revolutionize the consumer experience in financial health management. TrueML leverages the expertise of a dynamic team of data scientists, financial services experts, and customer experience specialists to create technology that addresses roadblocks to consumers' financial well-being, ensuring inclusivity and accessibility in financial systems. Founded in 2013 by Ohad Samet, TrueML continues to disrupt traditional financial services by making them more consumer-friendly and effective.

📋 Description

• Mentor, and manage a team of individual contributors (Platform Enablement Engineers), establishing clear career development pathways, performance metrics, and a culture of continuous learning. • Oversee the prioritization and resolution of complex workflow failures and system anomalies. Act as the final operational authority for high-impact escalations, collaborating with Engineering leaders to streamline the bug-fix and development cycles. • Serve as the lead translator across departments, regularly synthesizing high-severity technical blockages and system patterns into clear, "business-speak" impact statements for executives, Tier 1 support, and business stakeholders. • Own the strategy for technical documentation (e.g., Confluence). Define standard decision trees and troubleshooting playbooks to safely scale self-service resolution across Tier 1 support. • Maintain ultimate accountability for triage queue efficiency, establishing SLA/SLO baselines and implementing workflows that prevent "stale" issues from lingering. • Aggregate telemetry data and ticket patterns to isolate systemic platform friction points. Present data-backed business cases to Product and Engineering leadership to drive long-term infrastructure and product enhancements. • Identify, champion, and execute internal tooling tweaks or process improvements to minimize operational overhead for the team. • Pioneer and enforce the team's internal adoption of GenAI tools to accelerate log summarization, code comprehension, and SQL script generation, driving a best-in-class mean-time-to-resolution (MTTR). • Cultivate an environment of knowledge sharing where investigative techniques, automated scripts, and AI prompts are standardly cataloged in public technical channels.

🎯 Requirements

• 5+ years of relevant experience in technical support engineering, platform enablement, or a deep-tier troubleshooting role, with at least 1–2 years of demonstrated people management experience. • Strong proficiency in log analysis tools (e.g., Datadog, Observe) and database debugging via advanced SQL queries. • Hands-on experience manually testing endpoints using Postman/cURL, validating JSON payloads, and isolating front-end versus back-end failures using Browser DevTools. • Ability to confidently navigate source code repositories to inspect application logic, guiding engineers on how to correlate client-side errors with backend logging patterns. • Exceptional verbal and written communication skills, with a proven ability to present complex technical issues as structured, business-ready impact summaries for non-technical audiences. • Direct experience leveraging GenAI tools (e.g., GitHub Copilot, Gemini, Claude) to accelerate data aggregation, code discovery, or documentation workflows.

🏖️ Benefits

• Flexible vacation • Medical/dental/vision insurance • Traditional/Roth retirement savings options • Company-paid disability and life insurance • Flexible Spending Account & Limited FSA • Family-friendly parental leave, volunteer and voting time off • On-demand wellness platform access for you and 5 friends and family • PerkSpot discount program for 900+ merchants nationwide