Software Triage Engineering Manager
We are seeking a Triage Manager to lead our software triage function and ensure high-quality, timely resolution of issues across iOS, macOS, and cloud-integrated products. The ideal candidate is a strong leader with a technical foundation in software debugging, prioritization, and triage workflows, combined with proven experience in people management, stakeholder communication, and operational excellence. The Triage Manager will lead a team of triage engineers, drive process improvements, and serve as a bridge between engineering, QA, support, and product management. This role requires strategic decision-making under pressure, the ability to influence without authority, and a track record of building scalable processes for issue management.
Description
What We're Looking For * A supportive leader who inspires and empowers teams to excel. * A strategic thinker who can balance immediate firefighting with long-term process improvements. * Someone who thrives in high-stakes environments, ensuring calm, clarity, and accountability during incidents. * A manager who can build relationships across teams and represent the triage function to executives.
Responsibilities
- Lead and manage a team of triage engineers, providing mentorship, coaching, and career development.
- Define and enforce triage processes, prioritization criteria, and escalation paths across multiple software domains.
- Act as the central point of contact for high-priority issues and incidents, coordinating resolution across engineering, QA, DevOps, and customer support.
- Review and validate issue severity, root-cause hypotheses, and resolution paths to ensure engineering resources are focused effectively.
- Drive operational excellence by establishing KPIs/metrics (e.g., triage response time, issue backlog, SLA adherence).
- Champion the use of tools, automation, and dashboards to improve visibility, efficiency, and traceability of issues.
- Partner with product and program management to align triage decisions with business priorities and customer impact.
- Facilitate postmortem reviews and lessons learned to prevent recurrence of critical issues.
- Communicate status of key issues and trends to senior leadership and cross-functional stakeholders.
Minimum Qualifications
- Bachelor's or Master's degree in Computer Science, Engineering, or a related field (or equivalent experience).
- 8+ years of experience in software engineering, QA, or triage, with at least 3+ years in a leadership/management role.
- Solid technical foundation with experience in iOS/macOS software components and debugging workflows.
- Familiarity with C-type programming languages (C, C++, Objective-C, or Swift) to guide technical triage discussions.
- Proven track record in leading teams, managing priorities, and driving resolution in high-pressure environments.
- Strong knowledge of issue-tracking systems, triage workflows, and incident management practices.
- Exceptional analytical and problem-solving skills, with ability to make data-driven decisions.
- Excellent leadership, communication, and collaboration skills, capable of influencing across technical and non-technical teams.
Preferred Qualifications
- Experience with cloud platforms (AWS, GCP, or Azure) and distributed system debugging.
- Prior experience in incident response/on-call management and working with SLOs/SLAs.
- Familiarity with DevOps, CI/CD pipelines, and automation for triage workflows.
- Strong background in metrics-driven management (OKRs, KPIs, dashboards).
- Ability to operate in fast-paced, customer-centric product organizations.
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Pay & Benefits
At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $188,200 and $325,500, and your base pay will depend on your skills, qualifications, experience, and location.
Apple employees also have the opportunity to become an Apple shareholder through participation in Apple's discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple's Employee Stock Purchase Plan. You'll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses - including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits.
Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.
Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant .
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