Engineering Support Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead a team of Technical Solutions Engineers to support the Bestow Platform.

• Triage, diagnose, and resolve production issues related to enrollment and underwriting, policy administration, billing and payments, documents and communications, and administrative tooling.

• Manage the engineering support queue and oversee partner-facing ticket intake from start to finish.

• Adhere to partner SLAs and oversee on-call operations.

• Declare, manage, and drive production incidents from mitigation to a durable solution.

• Dedicate approximately 20% of time to production-level coding.

• Debug across service boundaries utilizing observability, structured logging, session replay, and warehouse data analysis.

• Advocate for operability and supportability during pull request, design, and architecture reviews.

• Define and track support metrics such as SLA attainment, independent resolution rates, time-to-triage, escalation rates, and recurring issue volume.

• Create and maintain documentation and runbooks while ensuring sustainable on-call coverage.

• Develop self-service tools, administrative capabilities, workflow automation, and safeguards for production data changes.

• Transform ticket data into a prioritized product-gap backlog and a funded roadmap for future work.

• Manage partner escalation calls, root cause analyses, and partner sync meetings.

• Establish definitions for severity levels, escalation paths, and response patterns across teams.

• Mentor Technical Solutions Engineers through growth plans and coaching initiatives.

• Promote GenAI developer tools, reusable agent skills, and workflows.

• Approve go-to-market readiness for product and carrier launches while ensuring team training.

⛳️ Requirements

• 5+ years of experience in the software industry.

• Minimum of 3 years managing engineers while maintaining current coding skills.

• Bachelor's degree or equivalent experience.

• Proven experience in building queues, metrics, runbooks, and automation for technical support, production support, or a related SRE function.

• Professional experience with Go, Python, or TypeScript.

• Familiarity with modern scalable architectures.

• Experience with PostgreSQL or another relational database.

• Investigative SQL experience; knowledge of BigQuery is an advantage.

• Familiarity with Protocol Buffers, gRPC, Swagger, or OpenAPI.

• Working knowledge of APM, structured logging, and session replay.

• Ability to create dashboards and alerts.

• Experience with formal incident management, including declaration, command, communication, and follow-up.

• Proficiency in using incident management tools such as incident.io or PagerDuty.

• Experience utilizing GenAI developer tools across various, multi-repository codebases.

• Ability to coach engineers on AI-assisted diagnosis, documentation, and automation.

• Capacity to ensure AI-generated code adheres to platform design principles and compliance frameworks.

• Excellent communication and customer-facing incident management skills.

• Experience supporting enterprise or B2B2C customers under contractual SLAs.

• Insurance industry experience is preferred; experience in fintech, healthcare, or other regulated industries is relevant.

• Must reside in the contiguous 48 states for this remote role in the US.

• Must comply with United States work authorization and visa sponsorship requirements.

🏝️ Benefits

• Competitive salary.

• Equity opportunities.

• Flexible paid time off.

• Parental leave programs.

• 100% paid premium option for medical, dental, and vision insurance.

• Lifestyle stipend promoting physical, emotional, and financial wellbeing.

• Flexible work-from-home policy.

• Options for remote and WFH arrangements.

• Access to a state-of-the-art office located in Dallas’ Deep Ellum for those who prefer an office environment.

• Employee-led initiatives focusing on diversity, equity, and inclusion.