Manager, Engineering Support
Leads a hands-on Technical Solutions Engineering team supporting enterprise insurance partners, owning queue operations, incident response, SLAs, automation, and launch readiness. Requires 5+ years in software, 3+ years managing engineers, strong coding and observability skills, and experience with regulated enterprise customers.
About the job
Responsibilities
- Lead a team of Technical Solutions Engineers supporting carrier and enterprise partners across the Bestow Platform.
- Stay hands-on with production-level code, reproducing defects and opening pull requests.
- Debug across service boundaries using observability, structured logging, session replay, and warehouse data.
- Act as incident commander or senior technical responder, driving incidents to mitigation and durable fixes.
- Own engineering support queue and partner ticket intake, including triage, prioritization, escalation, resolution, and closure quality.
- Define and report SLA attainment, independent resolution rate, time-to-triage, escalation rate, and recurring-issue volume.
- Create documentation and runbooks, establish sustainable on-call coverage, and replace tribal knowledge with measurable processes.
- Automate repeatable support work through self-service tooling, administrative capabilities, workflow automation, and safeguards for high-risk production data changes.
- Use ticket data to prioritize product-gap backlogs and support roadmap funding.
- Represent Bestow in partner escalation calls, root-cause reviews, and partner syncs.
- Establish severity definitions, escalation paths, and cross-team response patterns.
- Develop Technical Solutions Engineers through growth plans, coaching, and GenAI developer-tooling workflows.
- Own launch readiness and ensure support-team training for new functionality.
Requirements
- 5+ years in the software industry and at least 3 years managing engineers while maintaining current coding skills.
- Bachelor's degree or equivalent experience.
- Experience building queues, metrics, runbooks, and automation for a technical support, production support, or SRE-adjacent function.
- Professional experience with Go, Python, or TypeScript.
- Familiarity with scalable architectures, PostgreSQL or another relational database, investigative SQL, and API tooling.
- Working fluency with APM, structured logging, and session replay.
- Experience with formal incident management, including declaration, command, communication, and follow-up.
- Experience using GenAI developer tools and coaching engineers on diagnosis, documentation, and automation.
- Exceptional communication skills with technical, operational, executive, and customer audiences.
- Experience supporting regulated enterprise or B2B2C customers under contractual SLAs.
Nice to Have
- BigQuery experience.
- Experience with Protocol Buffers, gRPC, Swagger, or OpenAPI.
- Experience with incident.io or PagerDuty.
- Insurance experience; fintech, healthcare, or another regulated industry is also relevant.
Compensation & Benefits
- Competitive salary and equity based on role.
- Flexible remote/hybrid work.
- Meaningful benefits and substantial growth opportunities.
Skills
Go, Python, TypeScript, Kubernetes, GCP, Postgres, SQL, BigQuery, gRPC, Rest, Protocol Buffers, Openapi, Apm, Pagerduty, Generative AI
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