Manager, Support Engineer

Your Opportunity

At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together.

We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified location.

What you have

To ensure that we have fulfilled our promise of "challenging the status quo," this role has specific qualifications that successful candidates should have.

Required Qualifications

• 7+ years of experience in production support, application support, platform support, DevOps, SRE, or a related technology environment.

• Hands-on experience monitoring production applications, triaging incidents, troubleshooting issues, restoring services, and escalating complex problems to the appropriate engineering teams.
• Experience performing root cause analysis, documenting findings, tracking recurring issues, and supporting corrective and preventive actions.
• Working knowledge of incident, problem, change, release, and knowledge management practices in an enterprise support environment.
• Experience working within Agile and Scrum teams, including participating in daily stand-ups, sprint planning, backlog refinement, sprint reviews, and retrospectives.
• Strong written and verbal communication skills, with the ability to provide clear incident updates, explain technical issues to technical and nontechnical stakeholders, and collaborate effectively across teams.
• Experience preparing accurate operational reports, dashboards, and trend summaries covering incidents, service performance, risks, recurring issues, and support metrics.
• Ability to communicate production status, business impact, risks, mitigation plans, and next steps clearly and concisely to leadership and other key stakeholders.
• Experience using support and monitoring tools such as ServiceNow, Jira, Splunk, AppDynamics, Dynatrace, Grafana, Control-M, or similar platforms.
• Ability to analyze logs, alerts, dashboards, and application metrics to identify issues and support timely resolution.
• Experience creating and maintaining runbooks, support procedures, knowledge articles, escalation paths, and operational documentation.
• Ability to manage multiple priorities, take ownership of assigned work, follow through on commitments, and contribute to a collaborative support culture.
• Willingness to participate in on-call support, incident response, and scheduled release or maintenance activities as needed.
• Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field, or equivalent practical experience.

Preferred Qualifications

• Experience supporting applications in financial services, trading, wealth management, or another regulated enterprise environment.

• Familiarity with ITIL practices and service management processes.
• Experience serving as a Scrum team member or Scrum Master and helping teams remove blockers, manage support backlogs, and improve delivery practices.
• Working knowledge of cloud platforms such as Google Cloud Platform, AWS, or Azure, including monitoring and operational support capabilities.
• Familiarity with automation, scripting, CI/CD pipelines, GitHub, or similar engineering tools used to improve support efficiency and reliability.
• Understanding of operational metrics such as incident volume, SLA compliance, mean time to detect, mean time to restore, and recurring issue trends.
• Relevant certifications such as ITIL Foundation, Certified ScrumMaster, Google Cloud, AWS, Azure, or comparable support and technology certifications.

In addition to the salary range, this role is also eligible for bonus or incentive opportunities