Engineering Manager, Customer Support and Services

Company Description
Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect millions of entrepreneurs with millions of buyers around the world. As an Etsy Inc. employee , whether a team member of Etsy or Depop, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.

Salary Range:

What’s the role?

This is a full-time position reporting to the Director of Engineering, Customer Support and Services. In addition to salary, you will also be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family as part of your total rewards package at Etsy.

For this role, we are considering candidates based in the United States. Candidates living within commutable distance of Etsy’s Brooklyn Office Hub or in the San Francisco Bay Area may be the first to be considered. For candidates within commutable distance, Etsy requires in-office attendance once or twice per week depending on your proximity to the office. Etsy offers different work modes to meet the variety of needs and preferences of our team. Learn more details about our work modes and workplace safety policies here .

What’s this team like at Etsy?

The Etsy Service team is part of the Customer Support and Services group, focused on making support delightful, helping our customers (both buyers and sellers) love Etsy, and turning them into brand advocates. We provide support when customers have a great experience with Etsy and provide support when things go wrong - making it right. This team’s focus is on developing and maintaining the tools necessary for delivering a best-in-class support experience for our ever-expanding group of buyers and sellers. Our team is a cross-functional group consisting of an engineering manager, product manager, full-stack engineers, with support from research, data analytics and operations. This is a remote team with members located throughout the US, Ireland, and Mexico.

Our product work is mostly in PHP and MySQL. We are proud to have an engineering culture that encourages career growth and learning. You can learn more about our philosophies, tools, and some of the challenges we’ve been solving on our Engineering blog (

What does the day-to-day look like?

• Lead a team of full stack engineers ensuring your team achieves excellent results.

• Work with the recruiting team in the end-to-end recruiting process.

• Ensure that new engineers onboard successfully and have the greatest opportunity to excel at Etsy and their careers.

• Advocate for your team and engineering to raise awareness, ensure inclusion, and drive positive change.

• Establish and maintain an inclusive, respectful, and diverse atmosphere to ensure that all voices are heard.

• Collaborate with teams across the initiative and the organization to ensure cohesion across projects and roadmaps.

• Maintain the team’s software delivery process, and work closely with partners in Product, Design, Research, Analytics, and Marketing to align on outcomes and develop the plan to deliver value for internal and external users.

• Facilitate continuous learning and improvement for your team.

• Of course, this is just a sample of the kinds of work this role will require! You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time to time at Etsy's discretion, or otherwise applicable with local law.

Qualities that will help you thrive in this role are:

• You have experience leading engineering teams, building products that provide immediate impact and require high reliability.

• You have a strong technical background and are comfortable using it to steer your team to make decisions that balance short- and mid-term needs.

• You are an excellent coach, mentor, and developer of engineers, having led experienced engineers and built a path of opportunities to grow your team seniority over time.

• You are highly collaborative, and enjoy working with other squads that are part of your organization, aiming to shape strategy and make decisions for your team and department.

• You are a skilled communicator and leader who is able to adapt your style and level of detail to effectively deliver messages upwards, downwards, and broadly around the company.

• You value people who are curious, enthusiastic, generous, and responsible.