Senior Manager, Support Engineering

Job description

Our mission: to eliminate every barrier to mental health.

At Spring Health, we’re on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology, Precision Mental Healthcare, empowers us to deliver the right care at the right time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs.

We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers.

We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere.

As the Senior Manager, Support Engineering, you will be responsible for the health, strategy, and execution of the support engineering function. You will lead a team of engineers who triage complex technical issues, build internal tooling, and drive the reliability of systems that power life-saving care.

Please note that this is a hybrid role based in San Francisco  with an expectation to be in office 2-3 days a week. Our office is located at 2 Embarcadero Ctr.

What you’ll do:

• Recruit, hire, and develop a high-performing Support Engineering team while designing career paths and planning headcount to support significant organizational growth.
• Partner with Product and Engineering leaders to influence the roadmap by advocating for system reliability, visibility, and operational ease.
• Define, track, and improve the metrics that reflect the speed, quality, and effectiveness of technical support.
• Identify recurring support issues and lead automation efforts to reduce manual work and improve system reliability.
• Lead the escalation and resolution of high-severity technical incidents, including those impacting critical services.
• Translate trends from support issues into clear insights that inform product improvements and platform quality.

What success looks like:

• Support issues are resolved faster over time, as measured by reduced average time to resolution.
• The volume of incoming support requests decreases due to improved system reliability and automation.
• Fewer engineering hours are spent on recurring support issues as processes and tools mature.
• High-severity incidents are resolved within defined response targets and decrease in frequency year over year.
• Internal partners report improved satisfaction with support quality through regular feedback surveys.
• Product teams act on documented support insights that lead to measurable improvements in platform stability.

What you’ll bring:

• At least 7 years of professional experience in Support Engineering, Site Reliability Engineering, or Software Engineering.
• At least 4 years of experience managing and developing technical teams.
• The ability to read, understand, and debug production code in modern web application stacks.
• Experience leading structured problem-solving and root cause analysis for complex technical issues.
• Demonstrated experience planning budgets, managing team growth, and setting priorities over a 6–12 month horizon.
• Experience managing incidents in environments where system reliability directly impacts users.
• Strong written and verbal communication skills, with the ability to explain complex technical concepts clearly to non-technical audiences.

Nice to have:

• Deep familiarity with AWS infrastructure and modern observability tools (Datadog, Sentry, Splunk).
• A background in building or product-managing internal tools and “Support Platforms.”
• Previous experience in a HIPAA-compliant or highly regulated industry.

The target base salary range for this position is $207,000 - $233,000 and is part of a competitive total rewards package including equity and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay.

Benefits provided by Spring Health:

Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.
• Employer sponsored 401(k) match of up to 2% for retirement planning
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
• We offer competitive paid time off policies including vacation, sick leave and company holidays.
• At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
• Access to Noom , a weight management program—based in psychology, that’s tailored to your unique needs and goals.
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
• Access to Wellhub,  which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription
• Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.

Not sure if you meet every requirement? Research shows that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification compared to other similarly-qualified candidates. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to Thrive. If this role excites you, we encourage you to apply.

Ready to do the most impactful work of your life? Learn more about our values, what it’s like to work here, and how hypergrowth meets impact at Spring Health: Our Values

Our privacy policy: https://springhealth.com/privacy-policy/

Spring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you have a disability or special need that requires accommodation, please let us know.