Bread is a technology company that aims to transform the way the world shops online. We build tools, technologies and APIs that allow e-commerce merchants to integrate installment loan financing and other alternative payment products  anywhere in their customers’ shopping journey. Bread was started in 2014 by financial technology veterans, and has experienced explosive growth to date. We’re backed by top investors including Menlo Ventures, Bessemer Venture Partners, Kinnevik, among others.

We are seeking an experienced leader to build and scale the team and technologies of our Support and Solutions team. Reporting to the CTO, you will have the opportunity to grow and shape what this department becomes as well as impact the entire technology organization.
This group provides engineering support for our platform as well as works on new features and enhancements for particular partners as well as across all platform customers. Using principles of site reliability, we look for this team to ensure a high level or reliability and responsiveness with a strong focus on automation and proactive reporting. This role is expected to continue to define everything from our philosophy and processes to the organization and how we can best be set up to scale in the coming years.

To be successful in this role, the Director Engineering, Support and Solutions must have the right combination of strategy, leadership, and operational skills to lead a team of engineering managers and engineers to deliver on these objectives. You will be expected to not just execute a plan, but to determine the appropriate strategy and approach to support a rapidly growing team and company with enterprise customers.

Your role at Bread:

• Determine our strategy and approach to growing our support engineering team as well as how to best support partner solutions.
  Implement processes and strategies to ensure that our engineering support teams and systems can scale.
• Grow and lead the support engineering and solutions engineering teams.
• Measure, monitor, enhance and report on service level agreements and performance for incidents and service requests
• Maintain and enhance an automated workflow for incident management, service delivery, performance metrics, and reporting.
• Ensure quality troubleshooting and resolution of technical incidents across our entire platform.
• Engage and collaborate with leadership and other support and success teams to resolve incidents and deliver on new feature requests.
• Take part in the incident lifecycle and identify areas of resiliency and reliability improvements
• Work closely with leaders in Engineering and Product Management to align on strategy and lead efforts that deliver reliable products
• Work with the existing management to continually improve delivery, grow the team responsibly, and ensure team happiness.
• Communicate progress and key decisions broadly within the organization.
• Serves as the company liaison on specific technical projects with customers.
• Support Sales and Product in their sales and information gathering processes to bring new leads and win business.

Requirements:

• You are currently, or have been in, a senior engineering leadership role with a history of delivering reliable products running at scale
• Experienced leadership in transforming, building and excelling engineering teams.
• Driven and results oriented support leadership that fosters innovation to improve customer experience and support team efficiency
• Can articulate the importance of the customer experience and can bring others along on your journey for increasingly positive results, bridging the gap between business needs and technical details.
• Proven communication, personnel management and coaching skills.
• You are experienced, comfortable and calm leading service incidents and getting the most out of the incident lifecycle.
• Experience with large-scale cloud architecture.
• Experience leading and working with a globally distributed engineering team.
• Outstanding problem-solving skills, including the ability to meet a business requirement with a technical solution
• Superior solution scoping abilities, using our existing solution and influencing new product development

Engineers at Bread also get the opportunity to participate in “20%” time through Working Groups!  Working Groups are quarterly teams of 4 to 6 engineers who set out to tackle a specific engineering initiative outside of their core engineering team.  Working Groups have included ones for Logging Architecture, Internal Authentication, Community & Blogs, Testing Infrastructure, and Monitoring. Groups meet every Friday to plan and own their roadmap and implement their features. All engineers get a chance to be in one of these groups and over time potentially lead a group for that quarter. It's another opportunity as an engineer at Bread to have impact across the entire organization!

If this is you, submit a cover letter and resume to apply!