Engineering Manager, Site Reliability Engineering

About Customer.io

Over 8,000 companies—from scrappy startups to global brands—use Customer.io's platform 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, helping teams send smarter, more relevant messages using real-time behavioral data.

The platform is built on a foundation of Go, React, Ember, and AI technologies that enable fast shipping and confident scaling. We're seeking a pragmatic, strategic Engineering Manager to lead our Site Reliability Engineering (SRE) team and ensure our platform remains reliable, developer-friendly, and ready for the next stage of growth.

The Opportunity

In this role, you'll balance immediate priorities with long-term vision. You'll strengthen developer support, smooth platform friction points, and ensure production readiness while defining and leading the path toward a more scalable, resilient, and forward-looking system architecture. Your leadership will directly impact how billions of customer communications are delivered reliably every single day.

What We Value

Ownership: You follow through on commitments and create clarity in ambiguous situations. You're motivated by impact—not just intention—and hold yourself and others accountable for outcomes.

Leaders Who Drive Impact: You empower your team to deliver meaningful customer value. You balance high standards with empathy, creating an environment where growth and results thrive together.

Healthy Skepticism: You bring curiosity and rigor to how things get done. Best practices matter, but never more than progress and continuous improvement.

Key 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 your 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

What We're Looking For

• 8+ years of engineering management experience, with significant time leading SRE or infrastructure teams in SaaS environments (B2B or B2C), ideally at early-to-mid-stage companies
• 3+ years of hands-on SRE experience designing and operating reliable, scalable infrastructure
• Strong understanding of SRE principles, incident response, observability, and reliability engineering practices
• Proven ability to build and develop high-performing teams in a remote or distributed environment
• Experience with modern cloud platforms, containerization, and infrastructure-as-code practices
• Excellent communication skills with the ability to translate technical concepts for non-technical stakeholders
• Demonstrated track record of improving system reliability, reducing toil, and enabling engineering velocity

💰 Compensation not publicly listed. Market estimate for similar roles: from $170K, varying by experience and location.