Support Engineering Manager – Software Product

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

📋 Description

• Recruit, develop, and oversee two Technical Support Engineers (TSEs). Manage triage rotation, specialty coverage, and escalation procedures.

• Set up and enhance Pylon: case routing, SLA regulations, intake workflows, and communications directed at customers.

• Monitor SLAs, accuracy in bug triage, customer satisfaction (CSAT), and rate of recurring issues. Provide monthly reports to stakeholders.

• Lead the creation of runbooks and the expansion of the knowledge base. Every issue that is resolved more than twice should result in a runbook.

• Produce quarterly support summaries for the product team, highlighting major issues, gaps in documentation, and usability trends. Engage in initial testing of releases.

• Ensure the quality gate between customers and engineering remains intact: route well-documented, severity-assessed bugs instead of raw complaints.

⛳️ Requirements

• Required — expertise in software infrastructure and DevOps: Kubernetes, Docker, relational databases (PostgreSQL or equivalent), observability tools (Prometheus, Grafana, log aggregation), REST and GraphQL APIs, Linux administration, as well as networking and TLS fundamentals.

• Preferred — knowledge in mechanical engineering and simulation: Familiarity with CAD software (CATIA, SolidWorks, NX), finite element analysis (FEA) or structural simulation, computational fluid dynamics (CFD) concepts, product lifecycle management (PLM)/product data management (PDM) processes, or digital thread concepts. While you don’t need to be a mechanical engineer, you should feel comfortable conversing with those who utilize Istari on a daily basis.

• Leadership and support experience: Over 7 years in a technical support or solutions engineering capacity; previous management experience; proven abilities in SLA design, bug triage strategies, and written technical communication. A strong motivation to achieve results for customer-related issues.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Generous paid time off policy, including vacation and sick leave.

• Opportunities for professional development and training.

• Flexible work schedule and remote work options.