# Manager, Engineering Support

**Company:** [Bestow](https://hotfix.jobs/companies/bestow)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $137k – $172k/yr
**Experience:** 5+ years
**Skills:** Go, Python, TypeScript, Kubernetes, GCP, Postgres, SQL, BigQuery, gRPC, Rest, Protocol Buffers, Openapi, Apm, Pagerduty, Generative AI
**Posted:** 2026-08-17

> 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.

## Job Description

## 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.

## Similar jobs

- [Customer Reliability Engineer](https://hotfix.jobs/jobs/4e3fbb52-8b2a-438a-972a-effc379ba952) - Astronomer - Remote - $125k – $130k/yr
- [Customer Reliability Engineer - Airflow](https://hotfix.jobs/jobs/4e3445b9-6984-4167-b565-b7700c442096) - Astronomer - Remote - $125k – $130k/yr
- [Deployed Engineer](https://hotfix.jobs/jobs/ecb6c9a1-4012-4be6-8a9d-eaef65f2f9cd) - Parallel - Palo Alto, CA - $150k – $250k/yr
- [Network Engineer, Wireless / Corp](https://hotfix.jobs/jobs/167a3c1e-5adf-412f-9266-b8a562d5f7f0) - Fluidstack - New York, NY - $150k – $203k/yr
- [Technical Support Engineer](https://hotfix.jobs/jobs/a4e5f7f6-852e-4ce2-94d4-f6d9280a8791) - ConductorOne - Remote - $120k – $140k/yr

**Apply:** https://hotfix.jobs/jobs/cdf40b01-1753-42af-aed0-a0a60090197d
**Canonical:** https://hotfix.jobs/jobs/cdf40b01-1753-42af-aed0-a0a60090197d