[Remote] Manager, Engineering Support

Note: The job is a remote job and is open to candidates in USA. Bestow is a vertical technology platform that provides infrastructure, AI, and automation for life insurers. The Support Engineering Manager will lead Technical Solutions Engineers, oversee partner-facing production support, manage incidents and SLAs, and build scalable processes, tooling, automation, and self-service capabilities while contributing hands-on code.

Responsibilities

• Stay hands-on in the code. Clone any Bestow repository, reproduce a partner-reported defect, and open a pull request without waiting on the owning team
• Debug across service boundaries. Use observability, structured logging, session replay, and warehouse data to get from symptom to root cause, and represent operability and supportability in pull request, design, and architecture reviews
• Command incidents. Act as incident commander or senior technical responder for production incidents, driving to mitigation and then to a durable fix
• Own the support queue end to end. Intake, triage, prioritization, escalation, resolution, and closure quality for the engineering support queue and partner ticket intake
• Define and defend the metrics. Instrument and report SLA attainment per partner, independent resolution rate, time-to-triage, escalation rate, and recurring-issue volume
• Replace tribal knowledge with process. Publish discoverable documentation and runbooks so any engineer on the team can resolve any category of ticket, and run a sustainable on-call rotation with real coverage plans for holidays, PTO, and surge events
• Automate the repeatable. Eliminate categories of tickets through self-service tooling, admin capability, and workflow automation rather than absorbing them as headcount, and put guardrails around high-risk manual production data changes
• Turn ticket data into funded roadmap. Carry a prioritized product-gap backlog into planning forums with the occurrence counts, complexity assessment, and customer impact that get work funded
• Represent Bestow to partners. Handle escalation calls, root cause reviews, and partner syncs without extensive prep. Explain defects and remediation plans to carrier engineering, operations, and executive audiences with equal clarity, and manage expectations honestly, including saying no with reasoning
• Build the escalation model. Establish severity definitions, escalation paths, and cross-team response patterns that make response predictable instead of improvised
• Develop the team. Write growth plans against the Technical Solutions Engineer ladder, coach engineers arriving with domain depth but no technical foundation and vice versa, and champion GenAI developer tooling with reusable agent skills and workflows
• Own launch readiness. Sign off on go-to-market readiness for every product and carrier launch and ensure the team is trained on new functionality before it reaches production

Skills

• 5+ years in the software industry with at least 3 years managing engineers while keeping your coding skills current
• Bachelor's degree or equivalent experience
• You have built the queue, the metrics, the runbooks, and the automation for a technical support, production support, or SRE-adjacent function, not simply worked inside someone else's
• Professional experience with Go, Python, or TypeScript
• Familiar with modern scalable architectures, PostgreSQL or another relational database, investigative SQL (BigQuery is a plus), and API tooling such as Protocol Buffers, gRPC, Swagger, or OpenAPI
• Working fluency with APM, structured logging, and session replay, and able to build the dashboards and alerts your team needs
• Declaration, command, communication, and follow-up using tooling such as incident.io or PagerDuty
• You use GenAI developer tools to stay hands-on across unfamiliar, multi-repository codebases, and you coach engineers on using AI to accelerate diagnosis, documentation, and automation while holding AI-generated code to platform design principles and compliance frameworks
• You can brief a carrier's operations leadership and a backend engineer on the same defect within the same hour and both will get what they need, and you keep composure and credibility in front of customers during active incidents
• You have supported enterprise or B2B2C customers operating under contractual SLAs
• Insurance experience is preferred; fintech, healthcare, or another regulated industry is relevant

Benefits

• Equity based on role
• Flexible paid time off
• Parental leave programs
• 100% paid-premium option for medical, dental, and vision insurance
• Lifestyle stipend to support your physical, emotional, and financial wellbeing
• Flexible work-from-home policy and open to remote
• Remote and WFH options, as well as a beautiful, state-of-the-art office in Dallas' Deep Ellum, for those who prefer an office setting
• Employee-led diversity, equity, and inclusion initiatives

Company Overview